Job Title: Customer Technical Support Analyst
Functional Position: Data Quality Analyst
Reports To: Manager, Escalations
Position Summary:
The Data Quality Analysts services Customer issues, primarily those involving investigations of complex technical issues with multiple variables. A typical example would be a customer test that fails to register data. Did the test not run properly? Is the test scripted correctly? Was there any latency involved? Was there any type of Compuware Gomez infrastructure problem? Or could there have been a Compuware Gomez software problem that is a reproducible defect? In this capacity, the Data Quality Analyst addresses issues according to the Service Level Agreement, informing the customer of the status as deemed necessary, escalating issues via normal channels if necessary, and ensuring that the issue/call is properly updated in the Call Tracking System. When no Data Quality issues exist, the Data Quality Analyst shares in the daily workload of the Customer Technical Support Analysts and Customer Service Representatives.
Primary Roles/Responsibilities:
• Independently investigate customer issues using network analysis tools such as HTTP watch, Wireshark, or similar
• Independently evaluate test data, using advanced SQL
• Perform comparison of test results, network analysis, etc and chart results using tools as a means to identify root cause
• Apply knowledge of Gomez products to facilitate resolution of issues
• Apply knowledge of networking and data analysis to facilitate resolution of issues
• Assist team members during problem analysis and re-creation, including overcoming knowledge gaps in areas related to the product and operating systems, re-creating the environment needed to perform the test, and helping in understanding the customer issue, and finding workarounds
• Manage customer expectations with regard to their resolution timeframe and status
• Take ownership and accountability for the case resolution process
• Provide attention to cases according to Service Level Agreements
• Follow the established Client Services processes precisely and be able to provide constructive feedback
• Escalate issues to Tier 3 (QA, Engineering, and other groups) according to the established standard operating procedures
• Act as a technical liaison with the Quality Assurance and Development teams to evaluate and report bugs.
• Write, edit and maintain knowledgebase entries
Inform Team Leads and Management of potential escalations and assist when they occur, by gathering call status, participating in conference calls with Sales, Product Management and Development and following up with the customer until a resolution has been reached
Participate in knowledge transfer exercises, help CSRs increase their knowledge and increase their overall capability of handling problems without assistance
Increase knowledge of products, as well as the operating systems in order to better assist customers and help CSRs
Cooperate with efforts of QA teams by providing feedback during beta and system testing exercises, as needed
Participate in phone coverage and after hours pager rotation as business dictates
Perform additional duties as requested by Team Leads or Management
Required Skills/Competencies:
Expert networking skills (HTTP, TCP/IP, DNS, SSL, etc)
Advanced SQL skills
Desire to work on a cutting edge SaaS global technology
Proficiency with Windows operating systems
Strong communication (verbal & written) and customer handling skills
Proven problem solving and analytical ability
Excellent organizational/time management skills
Ability to handle multiple tasks concurrently
Significant experience providing technical support for products, specifically in direct customer service
Desired Skills/Competencies:
Working knowledge of Gomez products.
Understanding of business and architectural issues related to Gomez products
University degree in Computer Science (or related degree) or equivalent work experience.
Personal Attributes:
Ability and desire to continuously increase technical knowledge
Initiative
Flexibility
Team player
Reliability
Please send your resume to amanda.he@compuware.com. thanks!
发表于 2012-2-9 13:29:26
