Positions Title：Customer Technical Support Specialist

Summary Description:

The Customer Technical Support Specialist (TSS) works in a 7x24 high volume support center environment. The TSS will provide the incident management along with technical/functional knowledge necessary to resolve customer’s (both internal and external) problems. The TSS will work directly with the customer, on-site Customer Engineers and the Teradata Global Support Engineers to understand the problem, capture appropriate failure information and search knowledge for complex known solutions using available systems, tools, and resources to resolve the customer’s problems. The TSS will perform troubleshooting activities, escalate problems to the appropriate party(s), and assist in communicating the solution to the customer.

Responsibilities

• Coordinates activities associated with product/service resolution issues
• Logs problem resolution- maintains databases
• Initial problem triage
• Research knowledge bases for known solutions to known problems
• Identification and management of duplicate incidents
• Populate work flow documents
• Extract logs, dumps, error files from customer systems
• Prepare and transmit source upgrade files
• Presents and gains agreement for problem isolation, solution creation and implementation plans
• Isolates standard problems
• Diagnose hardware problems
• Perform back trace analysis via appropriate tool set
• Provide remote support to on site resources

Education / Experience

• Bachelor’s Science Degree or equivalent experience.
• Basic TD Certification within six months
• TD Services Certification – Level 1
• TD Support Associate Certification
• 1-2+ years of related experience
• Good communication skills in English

职位名称：技术支持专员

概要说明:

技术支持专员(TSS)需要在7x24高电话业务量的技术支持中心环境下工作。TSS将提供事件管理以及必要的技术/功能知识，以解决客户（内部和外部）的问题。 TSS将直接与客户，现场客户工程师和Teradata的全球支持工程师了解问题，获取相应的故障信息并利用现有的系统，工具和资源来搜索复杂问题的已知的解决方案来解决客户的问题。 TSS将通过故障排除，向对应部门升级问题，并协助沟通以提供解决方案给客户。

工作职责：

• 协调与产品/服务解决问题有关的活动
• 记录问题解决方案─维护数据库
• 问题初始分类
• 查询知识库以找到已经问题的解决方案
• 识别和管理重复的事件
• 填充工作流程文档
• 从客户系统中提取日志，dumps，错误文件
• 准备和发送源升级文件
• 就隔离问题，创建解决方案和实施计划达成一致
• 分离标准问题
• 诊断硬件故障
• 通过适当的工具集进行回溯分析
• 对现场资源提供远程支持

教育/经验

• 工科学士学位或同等学历的经验。
• 六个月内的基础TD认证
• TD 服务认证– Level 1
• TD Support Associate Certification
• 1-2+ 年的相关工作经验
• 良好的英文沟通能力