Customer Support Technician

Job ID
14775
Germany

Company Message

Compuware empowers the world’s largest companies to excel in the digital economy by fully leveraging their high-value mainframe intellectual property. We do this by delivering highly innovative mainframe application development and performance optimization solutions that uniquely enable IT to drive business value.

 

We are unlike any 40-year-old software company you've ever seen; we are nimble, fast and obsessed with excellence and continuous improvement. The company's ongoing success depends on our employees--a diverse team of people with a set of key, common attributes. We seek positive, high-energy, innovative and assertive team players who have a strong desire to succeed in a team- and customer-oriented environment.

Position Description & Responsibilities

 

 

Customer Support Technical Analysts play a key role in Compuware’s mission to help our customers “Mainstream the Mainframe”.  Technical Analysts provide customers with technical solutions while optimizing the overall customer experience.  They work to resolve customer issues by evaluating and reporting software problems, researching possible solutions and workarounds, and by assisting with product installations, configurations, and functionality.

This position involves direct communication (digital and phone) with customers as well as cross functional collaboration with product managers, account teams, and engineers. At Compuware, our employees embrace a whatever-it-takes attitude and strive to continuously improve their knowledge, skills, and ability to serve customers.

Primary Roles/Responsibilities

  • Works directly with customers to drive resolution of reported technical issues, defects, and questions
  • Provides a high quality interactions and timely responses to customer inquiries
  • Manages customer expectations with regard to their call / case resolution timeframe and status
  • Is highly self-directed for both day-to-day responsibilities as well as on-going development of technical skills and knowledge
  • Acts as mentor to other Analysts in technical analysis, issue diagnosis, resolution, planning, and business process
  • Partners with Customer Solutions Content Developers to help author and maintain help center content such as troubleshooting guides and other forms of technical documentation
  • Periodically provides after hours customer support coverage

Qualifications

  • Working knowledge of mainframe technologies, environments and products (ideally IMS, DB2, CICS, SCM etc.)
  • Strong verbal & written communication skills
  • Strong customer handling skills and customer service orientation
  • Proven problem solving and analytical ability
  • Excellent organizational/time management skills
  • Ability to handle multiple tasks concurrently

 

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