First Level Software Support - Intern

Waltham MA US
Jun 22, 2017
Nov 15, 2017
Jobseeker Type
Entry Level and Graduate
Organization Type
Contract Type
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