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BlackBerry Customer Technical Support Analyst - Domino/GroupWise
| Location: | Waterloo, Toronto, Ontario, Canada |
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| Job Type: | Permanent |
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| Posted: | 13th Apr 2010 |
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| Closing Date: | 11th May 2010 |
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| Posted By: | Research In Motion - BlackBerry |
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| Details: | |
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BlackBerry Customer Technical Support Analyst - Domino/GroupWise
POSITION SUMMARY
The BlackBerry Customer Technical Support Team (BCTS) within Research In Motion's Customer Support Operations (CSO) is responsible for premier technical support to our direct customers running the BlackBerry Enterprise Solution on the following platforms: Microsoft Exchange, Lotus Domino or Novell GroupWise.
We currently have an exciting opportunity for a Technical Support Analyst to assist with supporting a wide range of BlackBerry direct customers from experienced corporate Network Administrators, high-profile customers from the Pentagon, CIA and other US/Canadian governments to various high profile celebrities. Consider this position a Tier 3 support role in any other environment, but with some added muscle.
This is clearly not just another technical support center!
Reporting to the Team Lead, Support Operations and working on a team of between 12 to 15, you will be primarily responsible for providing effective, efficient and professional support by troubleshooting customer issues, researching solutions and when necessary, working with our senior escalation teams as well as providing technical mentoring to your team members.
RESPONSIBILITIES
The successful candidate's responsibilities will include:
• Technical mentoring and evaluation of the Technical Support Associates
• Participating on an inbound priority based queue to answer telephone based inquiries (and some email)
• Working in a backline capacity doing in-depth case investigations and customer follow up
• Performing advanced troubleshooting of BlackBerry Enterprise Server related installation, upgrade and/or post-installation issues (resolving approximately 98% of all customer inquiries)
• Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown
• Leveraging both internal and external knowledge based systems for assisting customers
• Logging issues and customer information into the Remedy ticketing system and creating knowledge articles and training documentation
This unique career opportunity further allows you to utilize your full complement of skills and experience by acting as a peer-trainer to other members of the Support Team, participating in several BETA tests of new BlackBerry software/hardware and acting as a key member of some of our special case and project assignments.
ESSENTIAL SKILLS AND QUALIFICATIONS
• University or College education in a technology related discipline
• Working knowledge of MS Windows OS (2000, XP, 2000/2003 Server)
• Advanced knowledge of Microsoft Exchange Servers, Lotus Domino Servers, or Novell GroupWise Servers
• Technical Certifications such as your MCSE, MCP, CLP (Lotus), or CNA (or indication that you are interested in gaining any of these certifications)
• Demonstrated troubleshooting and diagnostic skills
• Outstanding comprehension and communication skills
• 3 - 5 years previous support related experience dealing with customers (Either face-to-face or in a technical support environment)
• Ability to thrive and a desire to succeed in a rapidly changing environment
• A good sense of humour, a positive attitude, patience/understanding, dedication and commitment
• Ability to work in a 24/7 support environment where shifts rotate on a periodic interval
If you have a strong sense of professionalism, the ability to think way outside "the box", a detailed working style, you enjoy sharing information with others, and you are looking for a highly rewarding career in the BlackBerry Customer Technical Support division of RIM's Customer Support Operations then we would be very interested in speaking with you.
We offer the opportunity to work with a legendary wireless software and hardware company with a true global presence in a fun and energetic campus-like atmosphere where your personal and professional growth is really limited only by your desire and sense of commitment. We suppose this is why our friends at MacLean's magazine voted us as one of the Top 100 Employers in Canada. If that isn't enough, our compensation is very competitive, our company parties are always the talk of the town, and of course, all employees of RIM also have free use of their very own award-winning BlackBerry!
You will also have opportunities to participate in our comprehensive training programs that could prepare you for many other exciting roles with Research In Motion.
The anticipated start date for this position is immediate, so please start putting your resume together now.
Regrettably, we are unable to interview all applicants. We will contact the best responses for an interview, so please make sure you tell us about yourself and how you would like to contribute to our team.
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
© 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
Research In Motion is an Equal Opportunity Employer
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