Intern - Customer Support & Services

Sao Paulo, Brazil

 (Please submit your resume in english and claryfing which semester you are currently studying)

Soft skills:

• Proactive;
• Committed;
• Sense of criticality;
• Ownership;
• Accountable;
• Willing to help;
• Accepts responsibility;
• Openness;
• Positive attitude;
• Organized;
• Excellent interpersonal;
• Strong Documentation, Organizational Skills
• Politically Astute and Relationship Management Capabilities
• Develop and enforce account policies and procedures
• Ownership of resolution to technical account issues
• Technical ability to take control of account

Hard skills:

• In progress BS/BA degree in Business Technology, Computer Science, or Management Information Systems, or Engineering preferred. Between fourth or fifth semester of college will be required.
• General working knowledge of Windows, LINUX and DBMS will be highly desired
• Support center procedures and troubleshooting protocols knowledge
• Intermediate/Advanced written and oral communication skills in English is required. Spanish will be a plus
• Strong knowledge of LINUX/UNIX Skills
• Investigation of software issues & problem diagnosis
• Understanding of customer client/server network, connectivity & configurations will be desired
• Understanding of hardware platforms, hardware and software configuration techniques
• Knowledge of Office 365 (Excel, Word, PowerPoint, Outlook, OneNote, etc)

Major Responsibilities and Tasks:

• Perform activities associated with product/service resolution issues
• Log problem resolution- maintains databases
• Research knowledge bases for known solutions to known problems
• Identification and management of duplicate incidents
• Review and analyze system logs
• Identify potential actions to resolve errors
• Create Output Action incidents
• Assist with customer report development
• Participates in requirements gathering process and user testing
• Respond to the calls from the customer
• Perform hardware break –fix
• Perform hardware and software installations and upgrades includes site or system preparations
• Perform preliminary software problem investigation and diagnostics collection
• Manage system-based Change Controls for O/S, Teradata SW and HW environment
• Perform Operating System or Teradata Software upgrades
• Escalate unresolved issues to the Regional Level-2 Support Centre as per the Incident escalation process
• Provide feedback to the customer for reported issues
• As per the Customer Support Contract provide the Site and Service reports
• System Health Check Review, System management reporting and oversight of technical support issues.
• Software release management, including review and recommendations on software updates.
• Maintain and review Teradata interoperability and compatibility matrices and provide proactive recommendations to the customer.

Example of Possible Activities:

• Help charging our customers for parts delivery and returns on timely manner;
• Take care of Teradata Office support such as configuration of Notebooks, EasySetup, DataCenter, Printers, Wireless Network, Help to other departments, etc;
• Help with parts logistics, supporting SSEs;
• Basic customers reports for example incidents, CCs, NTA and FROs;
• Simple hardware changes (i.e. disks, power supplies, reseats, power cycles.) during business hours;
• Upload files / packages, such as Certified Lists, Disk Images, CMIC Images, Firmware Images, DUMP in preparation for change controls;
• TDput upgrade in preparation for change controls;
• Run node checks / chk_all / checktable / scandisk / system health checks in preparation for change controls;
• FROS review and creation for change controls;
• Simple configurations i.e installations procedures: Network Configuration;
• Review of CIS errors;
• Review of sites that need to update TESA;
• Incident Review & Change Controls out of date and / or frozen, which requires action;
• Monitoring of new KPIs;
• Internal documentation and program FAQ
• Participate in meetings and create minutes of meetings, with list of actions, responsible, deadline, etc.
• Create Power Point presentations to communicate with customers and interns, as a summary of projects, such as installations, NPARCs, critical incidents, etc