Customer Services Representative

Requisition Number: 201996

External Description:

Customer Support Representative 

Location: Russia, Moscow

Role:

• The role involves three key components: Remote Teradata Support, Onsite Engineering and Teradata Account Management
• Working with a small dedicated team providing 7x24 remote and on-site support
• Primary contact for one or two major Teradata customers delivering full account management including regular face to face meetings, problem ownership and all aspects of service delivery
• You will report to the Russian Operations Manager

Systems Support:

The successful candidate will have previous experience of enterprise class hardware support. Awareness of database support (Teradata, Oracle, DB2 etc) is an advantage. Experience of large systems environment is needed and the role would be ideally suited to someone who has a hardware engineering background with Customer Service Delivery understanding. The role will involve both remote and on-site support. It will include being part of an on-call rota providing systems support to a number of large Teradata customers.

Key Accountabilities: 

• Teradata technical support delivered remotely including hardware & software fault resolution, and software installation. 
• Teradata Support and Engineering is based on a proactive service philosophy and requires constant focus on the customer’s needs and an excellent service delivery. This is a very demanding and yet rewarding position. 
• The successful candidate will be required to take part in 7x24 on call covering Teradata customers in Russia This will involve on site presence to address customer faults and apply preventive maintenance. System installations, preventative maintenance and Hardware/Software upgrades will also be included. 
• Account Management, being the prime point of contact with the customer and the ‘owner’ of all activities within these accounts. This will involve preparing for monthly/quarterly customer meetings. Discuss with customers current and future software releases and the current known problems. End to end ownership of problems and regularly updating customers. 
• The successful candidate will have excellent communication skills with the ability to interface with all levels of Management effectively.

It is expected that up to 30% of the role will be in Technical Account Management. The successful candidate will have excellent communication skills with the ability to interface with all levels of Management effectively. Previous Account Management skills are expected but not essential providing all the technical and interpersonal skills are in place.
 

Education & Experience:

• Ideally, experience of working within a mainframe/complex systems environment. 
• Experience on Linux/Windows based platforms including disk array knowledge.
• Good working knowledge of Linux (SLES10/11 SUSE), UNIX, and Windows operating systems are important.
• Networking skills are a definite advantage.
• SQL Skills or knowledge of Database products (Oracle, DB2 etc…) would also be an advantage.
• Very good written and communication skills in Russian and English are required. 
• The confidence to deal with customer management including high-pressure situations.

CountryEEOText_Description:

City: Moscow

State: Moskva

Community / Marketing Title: Customer Services Representative

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: Moscow, Moskva RU