Technical Support Analyst
JDA Software Group, Inc.
Monterrey, Nuevo León, Mexico
hace 13 días

Job Description

  • Use customer service, communication and problem solving skills to solve inquiries from JDA customers across the world.
  • Work as a support team member to utilizing technical skills and product expertise helping to resolving customer product issues.
  • Ability to log and respond to customer support requests via phone, e-mail, and web interface.
  • Exhibit a commitment to customer service while building customer partnerships.
  • Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration.
  • Ability to quickly set-up customer environment to replicate and

    analyze issues.

  • Communicate technical product and solution expertise to internal and external customers.
  • Provide updates and case statuses to customers and management.
  • Act as product technical liaison between support and development teams.
  • Follow operational guidelines for interacting with other associates.
  • Fully document all case interactions and author Knowledge Base solutions.
  • Expertly utilize support tools (WebEx , etc) to expedite case resolution.
  • Ability to work flexible hours and alternate shifts as required by the support team

    Required Skills

  • Experience in SQL / PL / SQL and database administration with increasing levels of responsibility.
  • Ability to review a problem analytically.
  • Debugging skills, testing skills.
  • Knowledge of release management.
  • Experience in Installation and configuration of Oracle software and creation of database in Unix and Windows environment.
  • Knowledge in SQL Server installation and setup. PC application software knowledge of various packages, interaction and setup.
  • Must be well organized and able to handle multiple projects simultaneously.
  • Excellent interpersonal and communications skills necessary to work effectively with other members of the global support team.
  • Be proficient in English.
  • Experience in Retail and technical orientation (UNIX, Oracle, NT, Java) is a plus.
  • Working knowledge in UNIX and Windows environment
  • Required Experience

  • Preferred degree in computer science.
  • Oracle certified a distinct advantage.
  • Knowledge of Retail Industry (Merchandising concepts) is an advantage.
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