Technical Support T1

16 Nov 2024

Vacancy expired!

Job Title:Technical Support T1(Req#SAPXJP00037378)

Contract: 12 MonthsLocation - Must be local to Birmingham, AL

Job Description: Candidates will work closely with the Global Support Team, customers and consultants to fully understand the problems to be solved for rapid resolution. This position combines technical acumen with analysis skills to deliver the highest level of problem resolution to CallidusCloud customers, consultants and partners. Team is around 90 total - in Europe, India, San Ramon and Birmingham. Position includes receiving and triaging tickets to the SLA's, define the cases for external SAP customers- 1500 customers across the globe - this team supports 7 products. They will train internally on the products. Depending on candidate's specific background and strengths, they will allocate to products accordingly. Candidate will be on calls two hours a day on a rotation basis. On average 4-5 calls max. Other time spent working on their own cases.

- Act as the first point of contact for all customers, consultants and partners requiring application support.- Research, analyze and troubleshoot all incoming web, phone and email case requests.- Provide phone, chat and email assistance to customers, consultants and partners on the usage of CallidusCloud products and layered components.- Send first response for all incoming cases verifying the severity, next steps, ETA for next communication- Install and configure the product suite to recreate issues and analyze for root cause.- Develop and maintain effective relationships with internal and external customers.- Proactively communicate client status, concerns and issues to appropriate management team.- Update support case tracking system to provide accurate and current documentation of issues- Provide on-call support during weekend, on rotation-basis or when scheduled.

Qualifications:- Bachelor’s degree in Computer Science, CIS, MIS, STEM or related field required.-At least 3 years experience in Product Support.- 1+ years of experience in a customer support environment, SaaS experience a plus.- Knowledge or experience with relational databases such as Oracle, SQL Server, etc.- Knowledge or experience with Linux and Windows operating systems.- Foundational knowledge of technology components such as:- SQL and SQL stored procedures (PL/SQL, T-SQL)- Scripting programs e.g. Python, Groovy- Web Application Servers e.g. Tomcat , Weblogic- Java language including XML, Servlet, EJB APIs- Excellent customer relationship, organizational, verbal and written communication skills, problem solving and listening skills.- Highly motivated, self-starter

  • ID: #22850132
  • State: Alabama Birmingham 35201 Birmingham USA
  • City: Birmingham
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2021-11-16
  • Deadline: 2022-01-07
  • Category: Et cetera