Job Description
• Act as first point of contact for customers logging issues with our support centre
• Responding to incoming customer requests for technical support.
• Managing open customer messages through to resolution and in line with your team’s objectives.
• Creating knowledge notes articles and Business Objects technical whitepapers.
• Sharing knowledge amongst customers and peers
• Recommending known technical solutions to customers, develops workarounds and solutions for bug resolution
• Documenting and updating your actions taken on messages opened.
• Maintaining the quality of/and looking for ways to improve the customer experience.
• Acting as an ambassador for the primary support organization internally and externally.
Desired Candidate Profile
Key competencies:
• Good to advanced diagnostic and technical analysis skills
• Must be well organized, unwilling to let tasks slip and able to work to deadlines.
• Ability to interface with customers, peers and internal departments with equal proficiency
• A team player with a drive for continue learning and development in your field
• Demonstrates a desire to help and serve customers to meet their needs. Is proactive, responsive and focused on discovering, anticipating and meeting customers’ needs by leveraging internal resources and/or external alliances
• Clearly conveys thoughts, concepts, directions and feelings—both verbally and in writing. Listens attentively to others’ point-of-view.
• Consistently meets or exceeds mutually agreed upon individual/team performance objectives. Drives to excel in every aspect of the business
• Consistently adheres to the organization’s business principles and values. Has trust and respect of co-workers.
• Demonstrates a genuine intent to develop oneself and others through a variety of proving approach (targeted training, mentoring, coaching)
• Thinks in terms of the total organization into which one’s role or function fits, and takes actions that support or enhance overall organizational effectiveness.
Technical Requirements:
• Good Knowledge of Databases like Oracle, SQL Server, DB2, Sybase … (Depth of knowledge required will vary according to the team.)
• Good knowledge of operating System, Windows and UNIX (Depth of knowledge required and server component will vary according to the team.)
• General understanding of IT components and their purpose – e.g.: Web Server, Application Server, Database, DB Connectivity, DNS Server, DHCP Server.
• Experience in supporting standalone applications or web applications
• Understanding of file and folder structures
Beneficial skills
• Admin: any LDAP, AD and domain controllers’ knowledge would be desirable.
• Implementation: Good knowledge and experience in any one of the flowing application servers: Tomcat, IIS, Web sphere, Web logic. Understanding of load balancing, firewalls and proxies
Education and Qualification:
• Post secondary education in a Computer Science or Management Information program and/or equivalent combination of education and related industry experience.
• Experience working in a customer facing role in a technical capacity
• Fluency in German and English
Company Profile
Goldstone's rapid rise as a preferred IT services vendor for companies around the world, stems from a simple obsession - 'Customer Delight'. It is the philosophy that radiates through our world-class facilities, our reliable outsourcing processes and our talent pool of professionals. Satisfied clients testify to Goldstone's remarkable flexibility in meeting their changing needs, while consistently delivering high-class service. Our long-standing partnerships with leading technology firms are an indicator of our success. Some of our key relationships are IBM, Microsoft, BEA, Oracle, Business Objects, Axway, and TIBCO.
Contact Details
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