First Level Software Support - Intern
- Employer
- Perkin Elmer
- Location
- Waltham MA US
- Closing date
- Feb 2, 2018
View more
- Sector
- Science, Computer Science and IT
- Contract Type
- Intern
- Organization Type
- Corporate
- Jobseeker Type
- Entry Level and Graduate
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Role Purpose: Support queue management and ticket assignment
Span of Control: Position reporting directly in to Spotfire Support Manager
Primary Responsibilities:
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.
- 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
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