Syncsort Incorporated

  • IBM i Senior Support Specialist - High Availability

    Job Locations FR-Paris
    Job ID
    2018-1022
    Category
    Customer Support
    Type
    Regular Full-Time
  • Overview

    The Senior Support Specialist provides software technical support for Syncsort IBM i products to customers/partners by phone or email in a global team that provides support 24x7x365. This includes front line support answering basic to complex questions across the range of Syncsort IBM i products. The issues are recorded electronically in a call tracking database for call history and statistical reference.  She/he possesses a thorough knowledge of the company’s products and other applications used by our customers and partners. Practical experience with some of Vision, Trader’s/QSL, Enforcive Enterprise Security, Cilasoft Suite or Townsend products is preferred.

     

    This full-time position is based in Europe. The successful candidate must have significant practical and operational experience in IBM i high availability products, specifically QEDD/HA with knowledge of MIMIX being advantageous. The candidate must be a fluent French speaker and have a high-level of English written and oral skills. Skills in other European languages is advantageous. 

    Responsibilities

    • Receive telephone calls and emails from French and English-speaking customers/partners concerning technical issues.  Open Support cases for each call and update cases in the call tracking system on a consistent basis.
    • Take ownership of customer/partner inquiries and gather and analyse appropriate diagnostic information. Follow up consistently with customers/partners as promised/agreed upon and subject to published service level agreements (SLAs). 
    • Escalate internally when necessary and follow through on all commitments. Understand the Severity of the issue and follow the internal escalation paths in a timely manner. Provide escalation assistance.
    • Keep customers/partners informed of how and when problems are resolved within the severity levels timeframe, always communicating in a professional manner both verbally and in written form.   
    • Provide the customer/partner all the steps taken to resolve the incident
    • Assist internal resource such as pre-sales or services engineers during product demonstrations, installations, machine upgrades and product upgrades remotely over the telephone and via E-mail. 
    • Interface with development staff to test and resolve customer/partner issues. Interface with Product Management foe enhancements request
    • Compose FAQ’s, document solutions, and knowledgebase items.  Review of knowledgebase documentation prior to publication.
    • Mentor junior engineers within the IBM i Support team

    You may be assigned as the primary contact for specific high focus accounts. Occasional travel is required for internal meetings, on-site customer/partner assistance, certification, and/or educational seminars.

     

    Quality Related Responsibilities:

    • Serve as the initial point of contact regarding product quality issues and document product quality issues reported by the customer/partner and refer quality issues to the appropriate departments to increase product quality.
    • Ensure that all customers/partners are operating with appropriate software release levels and fixes for reported problems.

    Qualifications

    • Academic qualification in computing or science, 5-years’ minimum experience in IBM i high availability software.
    • Familiarity with peer-to-peer communications, object journaling, understanding of data and work management, general networking and security. Microsoft Windows, Linux and UNIX background desirable.
    • Familiarity with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
    • Good PC skills used for testing, troubleshooting, and product application programming.
    • Experience with relational databases and good working knowledge of structured query language (SQL). IBM product knowledge desirable.
    • Some experience working in a technical support role providing support on business-critical software products is desirable.
    • The ability to learn to resolve general technical problems via telephone support.

    Language Skills

    • French-speaker with excellent English written and oral skills.
    • Ability to read, analyse, and interpret technical journals.  Ability to articulate and respond both verbally and in writing to common inquiries or complaints from customers and partners. Ability to effectively present information to management and professional colleagues.

    Other Skills and Abilities

    • Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers and partners. Must be able to work with difficult customers/partners and situations and still maintain a high level of customer satisfaction. Must be able to maintain a professional demeaner when working with difficult or challenging customers/partners.  
    • While performing the duties of this job, the employee frequently is required to sit for long periods of time and occasionally required to stand and walk. The employee is frequently required to talk or hear. 
    • Specific vision abilities required by this job include close vision. Physical requirements associated with working for long time periods in front of a computer workstation.

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