Technical Consulting: Effectively manage customer's technical support requests, Ensure that Enterprise customers receive responses to phone and e-mail requests within the guaranteed response time guidelines as specified by contractual agreements. Work with management to handle customer sensitive issues that may affect the customers' business operations or their relationship with Ascential.
Work with management to establish, document and enforce procedures related to load balancing and prioritization of issues. Create and review DataStage Enterprise Edition content for the Ascential eLibrary. Leading, Mentoring and Coaching: Encourage and motivate team members to be responsive to our customers. Provide guidance and direction for team members' technical development. Assist in mentoring and demonstrates leadership skills for more junior analysts in the Ascential Support organization.
Perform workload balancing of customer incidents. Maintain a professional attitude at all times (including high stress situations) when working with customers, peers, and members of the global support organization. Reviews departmental policies and procedures to ensure analysts are adhering to documented processes.Technical Knowledge & Development: Become an internal resource to other members of the support organization in a specific area of product expertise.
Expand knowledge of third party applications integrated with Ascential (WebSphere MQ, SAP R/3, Peoplesoft, Oracle, SQL, etc.). Participate in the development and delivery of workshops, including, future product release and knowledge transfer efforts. Assist Management in recruiting and candidate selection process (including interviewing). Participate in the development and delivery of mentoring workshops.
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