In this role, you will provide phone, chat and email assistance to customers, consultants and partners on the usage of company Cloud products and layered components, such as data transformation tools and report writing tools.
In this role, the selected candidate will provide desk side support (hardware/software support & training); local & networked printer and MFP devices and other PC peripheral devices (e.g. Blackberries, Air cards etc.).
You will be responsible for resolving customer issues via telephone, email, and/or chat sessions including troubleshooting installation, configuration, quality of service, billing, and how-to application issues.
Act as intermediary and field escalation focal point between customer and Division by providing technical support and documentation to field engineers, technicians and product support personnel who are diagnosing, troubleshooting, repairing and debugging equipment.
Maps metrics against the Company's operational plans and tactical/strategic goals to ensure alignment and focus; creates and facilitates reporting and analysis to evaluate operational initiatives and drive operational efficiencies.
In this role, you will leads research on emerging technologies in support of middle ware integration platform development efforts, and recommend technologies that will increase cost effectiveness and flexibility as inputs into the evolution of the integration technology road map.
The technical business analyst collects, documents, and maintains the authoritative list of requirements for product development. Additionally the business analyst is accountable for the functional design and adherence to corporate software development methodologies, as well as coordination across all technical resources throughout the life-cycle of a software development project.