The Role :
The Customer Support Group (CSG) provides unparalleled customer service to all customers, partners and internal personnel of MicroStrategy.
The Technical Support Engineer (TSE) in CSG is responsible for providing first line technical support for a set of MicroStrategy Products.
The TSE dedicates his / her time to resolving customer issues, contributing to the growth of our MicroStrategy Community, and growing their MicroStrategy Product Knowledge to provide top-notch service.
Your Focus :
Provide complex and challenging support for MicroStrategy’s Business Intelligence product suite and its underlying technologies
Develop strong relationships with MicroStrategy customers and partners through daily, high quality interactions during customer project development and production system maintenance
Find creative and sophisticated solutions to problems reported while using MicroStrategy’s product suite through analytical talent and strong troubleshooting abilities
Work in a strong team environment by interacting with Technical Support Engineer, Senior Technical Support Engineers, Technical Support Specialists and Product Support Managers to provide unparalleled support to customers in a wide variety of industries
Prioritize and communicate product defects and enhancements to development teams
Contribute to the growth of the MicroStrategy Community by creating customer-facing documentation of all technical solutions and product documentation addendums
Enhance personal and professional growth by participating in Internal Training Programs
Required Experience and Skills
Motivation, Innovation, Passion, Integrity, Teamwork, Customer-Focus.
You should also bring the following :
Must have 5-6 years of working experience
Bachelor’s degree, preferably in a technical field (Engineering, Physics, Mathematics, Computer Science)
Strong technical and analytical skills
Excellent communication skills
Effective oral and written communication skills in Spanish, English / Portuguese is a plus
Java, Visual Basic, HTML, XML / XSL, ASP, SQL technologies are a plus
Database (SQL, RDBMS) knowledge is a plus
Customer service experience is a plus
Able to support MicroStrategy customers during their working hours between 9 : 00am and 7 : 00pm EST