Associate, BlackBerry Customer Technical Support
Job Number:
0804179
Description
Research In Motion Limited® (RIM)® is a leading designer, manufacturer and marketer of innovative wireless solutions for the worldwide mobile communications market. RIM's portfolio of award-winning products, services and embedded technologies include the BlackBerry® wireless platform, the BlackBerry smartphone product line, software development tools, radio-modems and software/hardware licensing agreements. For more information, visit www.rim.com.
POSITION SUMMARY
The BlackBerry Customer Technical Support Team within Research In Motion's Customer Support Operations is responsible for premier technical support to our direct customers running the BlackBerry® Enterprise Solution on the following platforms: Microsoft® Exchange, IBM® Lotus® Domino® or Novell® GroupWise®.
We currently have an exciting opportunity for a BlackBerry Customer Technical Support Associate to assist with supporting a wide range of BlackBerry direct customers from experienced corporate Network Administrators, high-profile customers from the Pentagon, CIA and other US/Canadian governments to various high profile celebrities. Consider this a Tier 2 support role in any other environment, but with some added muscle.
This is clearly not just another tech support center!
Reporting to the Supervisor, Support Operations and working on a team of between 12 to 15, you will be primarily responsible for providing highly effective, efficient and professional support by troubleshooting customer issues, researching solutions and when necessary, working with our senior escalation teams utilizing Remedy® Action Request Ticket Management Software, Microsoft® Outlook and various internal and external knowledge based systems.
The primary functions of this role consist of:
- Participating on an inbound priority-based queue to answer telephone based inquiries (and some email)
- Working in a backline capacity doing in-depth case investigations and customer follow up
- Collecting information and performing initial troubleshooting of BlackBerry Enterprise Server related installation, upgrade and/or post-installation issues (resolving approximately 95% of all customer inquiries)
- Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown
- Leveraging both internal and external knowledge based systems for assisting customers
- Logging issues and customer information into the Remedy ticketing system and creating knowledge articles when available
This unique career opportunity further allows you to utilize your full complement of skills and experience by acting as a peer-trainer to other members of the Support Team, participating in several BETA tests of new BlackBerry software/hardware and acting as a key member of some of our special case and project assignments.
Qualifications
ESSENTIAL SKILLS AND QUALIFICATIONS
- University or College Education in a technology related discipline
- Working knowledge of Microsoft Windows OS (2000, XP, 2000/2003 Server)
- Outstanding comprehension and communication skills
- 1-3 years previous support related experience dealing with customers (either face-to-face or in a technical support environment)
- Ability to thrive and a desire to succeed in a rapidly changing environment
- A good sense of humour, a positive attitude, patience and understanding, dedication and commitment
- Ability to work in a 24/7 environment where shifts rotate on a periodic interval
Additionally, and in anticipation of a high volume of applicants, preferred consideration will be given to candidates who also possess the following:
- Technical Certifications such as your MCSE, MCP, CLP (Lotus), or CNA (or indication that you are interested in gaining these certifications)
- Advanced knowledge of Microsoft Exchange Servers, Lotus Domino Servers or Novell GroupWise Servers
- Previous experience with Remedy Action Request Ticket Management Software (or similar applications)
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
©2008 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion®, SureType® and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world.
Job
: Customer SupportPrimary Location
: CA-HalifaxSchedule
: Full-timeHire Type*
: Experienced (Regular)Travel
: Yes, 5 % of the TimeRelocation*
: Not Available:Jul 14, 2008
