Responsibilities:

• Responsible for supporting customers and/or service partners
• Resolve reported customer issues in the areas of system configuration, setup, product functionality, and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up
• Manage escalations from both customers and partners
• Document all calls with regards to customer inquiries accurately using a call tracking system (Changepoint)
• Create solutions from resolved issues for future use by customers and internal personnel
• Provide focused communication with customers/partners that is professional and timely via telephone or e-mail
• Promote teamwork and Customer Support Center success
• Play an active role in the development of the organization by participating in process development and other business improvement projects
• May require 24x7 on-call availability on a rotational basis.
• Occasional travel may be required

Required Skills:

• 4-6 years experience supporting customers and service partners
• Ability to adopt and learn new technologies
• Excellent UNIX Shell Programming skills
• Working experience in Windows and UNIX troubleshooting
• Strong problem analysis and solution design ability
• Above average communication skills and inter-personal skills
• Good understanding of all product features and good skills in explaining features to customers
• Experience in operating across multiple computer platforms and environments

Nice to Have:

• Good understanding of database and middleware administration
• Good understanding of server consolidation and virtualization tools and best practices
• Good understanding of Datacenter architecture and configuration
• Experience supporting large customers and service partners
• Ability to understand  product features and explain features to customers