First Level Software Support - Intern

Role Purpose: Support queue management and ticket assignment
Span of Control: Position reporting directly in to Spotfire Support Manager
Primary Responsibilities:

• Assign an application, Contact, Account, priority and problem description to all new cases coming into the default Support queue
• Learn Spotfire sufficiently to provide first level support for low level technical issues and customer service requests
• Understand the problems reported by customers and reproduce locally to assist other support team members
• Assist in documenting problems, solutions, and defects in the Support call tracking system and in the bug tracking system (Salesforce Service Cloud and JIRA)
• Participate in side-projects aiming at improving usability, supportability and quality of the TIBCO Spotfire products
• Assist in creating customer self-service content, e.g. in the form of knowledge base articles, community forum posts.

Key Competencies:

• Customer focus
• Good English oral and written communication skills
• Problem solving and analytical capabilities
• Planning, Prioritizing and Reporting
• Attention to detail and a concern for quality