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Customer Support Engineer IProduct Specialist
Provide accurate, timely technical support to Open Text Actuate Software customers developers, system administrators and other technical contacts primarily via the telephone and E-mail. The Engineer Specialist will deal with support issues that are complex in nature, carry differing priorities and must be addressed within predetermined service levels, so the Engineer Specialist must be adept at balancing multiple priorities. In addition, the Customer Support Engineer will be handling pre-sales support calls, so must have an orientation toward sales as well. The callers will expect enterprise-level support, therefore the Engineer Specialist will need to be well-versed technically, and fully understand customer service concepts.
You are great at:
Research, resolve, and record all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.
Perform Support primarily via the telephone and E-mail.
Record and maintain knowledge collected from each incident in accordance with the standard format.
Work with Engineering and QA to aid in the resolution of product issues.
Participate in the testing of new and enhanced products. Participate in the QA process by validating and reporting bugs reported by customers.
Write technical documents (i.e. FAQ's, Application Briefs, etc.) both for the corporate Web site and for publication on hard copy.
Special Projects as assigned by Management. Examples would be helping to implement and maintain the Actuate Software knowledge base, training new CSE'sSpecialists, participating in group training, etc.
Other objectives are to contribute to the development of the automated, self-help tools; to collect and report upon information gathered from incidents; and to interface with Sales, Marketing, QA/Test and others as necessary. In addition, a Customer Support Engineer will carry out projects as assigned by the management staff.
What it takes:
Fluent in Spanish.
Experience in a Customer Support -related position.
Degree (or equivalent work experience) preferably in Computer Science.
Strong technical skills, including but not limited to:
Microsoft Windows (Operating System and Networking), UNIX/Linux (Operating System and Scripting)
Knowledge of relational databases and data modeling. Proficient in data manipulation (Excel, SQL)
Familiarity with integrated development environments such as Eclipse
Experience with BIRT (Business Intelligence Reporting Tools) and other Actuate technologies a plus such as
HTTP/REST, TCP/IP, Directory Services (LDAP, Active Directory), CGI scripting, HTML.
Knowledge of object-oriented methodologies and approaches (Java is a plus).
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.