We are looking for an Application Support Analyst who will work as a part of a dynamic team in a rapidly growing company. While the role is truly one of individual contributor, a high degree of interaction and teamwork are required to be effective in the role. The Application Support Analyst is responsible for ensuring a high level of customer satisfaction with Teradata Applications and our products. The Application Support Analyst is responsible for providing technical telephone support to customers, answering complex questions on function and usage of product. The Application Support Analyst is also responsible for possessing thorough knowledge of the Teradata Applications and improving the current software releases.
Specific duties include:
Develop and maintain in-depth knowledge of Teradata Applications products in order to support customers
Manage customers’ expectations to ensure satisfaction with Teradata and our products
Ensure that every customer is treated professionally and with respect
Act as a customer advocate to Product Management and Development
Log, research, and accurately resolve complex customer inquiries and problems in a timely manner, meeting and exceeding SLAs as outlined for customers in the Teradata Applications Customer Support Handbook
Effectively interact with Quality Assurance to report bugs identified by customers
Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied
Gain and maintain current knowledge of Teradata’s Support Policies and Procedures
Contribute to the advancement of Team Teradata’s goals
Rotating on-call responsibilities
If you believe in success and making it happen, we’d like to talk with you. Please compare your background to the qualifications below and apply right away. Be sure to include your salary requirements so that we can fully consider your interest.
A minimum of a Bachelor’s Degree (Informatics & Computing or software engineering related preferred)
Minimum two years of experience in directly supporting external software applications
Strong troubleshooting capability
External customer facing experience in a software support environment
Support Analysts must become certified in either MRM (Marketing Resource Management) or MCM (Multichannel Campaign Management) within the time allotted by the Support Manager.
A strong desire to see customers using Teradata Marketing succeed in solving their business problems
A positive attitude and desire to make an impact on an organization
Strong time management skills and multi-tasking abilities
Strong communication skills (listening, written, and verbal)
Ability to work effectively both independently and in a small team environment
Experience with client server or web-based applications preferred
Knowledge of Oracle, SQL Server ,HTML preferred
Staggering support shifts hiring in at 11am-8pm shift
- Teradata is an Equal Opportunity/Affirmative Action Employer.