Technical Support Specialist, Dispatch Support
Location: Tijuana, BC, Mexico

Teradata’s GSO Base support organization has an exciting opening for energetic individuals with a desire to work in a fast-paced support environment that allows you to work with customers, field representatives and technical engineers. You will be instrumental in managing through the transformation to a more automated and optimized onsite dispatch process.

What We Do

The Teradata Base Support team is a 24x7 high-volume global support center. Along with incident management and dispatch support, we provide technical/functional knowledge necessary to resolve customer’s problems, both internal and external.

What You’ll Do

As a Dispatch Support Specialist, you will manage all administrative aspects of the field dispatch process and support the development of automation to optimize common practices. You will also perform troubleshooting activities, escalate problems to the appropriate party(s), and assist in communicating the solution to the customer. You will develop and maintain a working knowledge of current hardware, software, firmware, processes, and tools. You are required to have both strong technical and interpersonal skills. The work environment requires 24x7 coverage so flexibility in on-call and shift rotation might be required. 

• Accept and respond to incoming calls and emails
• Provide Initial problem triage and clarify problem definition
• Manage onsite dispatch tasks including:
• Work order creation and communication with the vendor
• Failed part identification
• Check parts availability onsite
• Facilitate parts ordering
• System access coordination
• On-site visit coordination
• Case management and coordination with the vendor
• Scheduling maintenance windows for downtime activities
• Facilitate maintenance and recovery activities
• Provide remote support to on-site resources
• Log problem resolution and support knowledge creation
• Coordinate with customers and end-users to implement solutions
• Work set schedules including weekends and holidays in support of 24X7 coverage

Your Background

• USA B1/B2 Visa (or the ability to obtain as a condition of employment)
• Strong English communication skills (Verbal and Written)
• Bachelor’s Degree or equivalent experience
• 0-2 years of Technical Support related experience
• Basic Database and Operating System knowledge
• Experience in Help Desk/Customer service position is a plus

Ideally, you will also have the following: (Preferred Qualifications)

• Knowledge of Support Center procedures and troubleshooting protocols.
• Knowledge of UNIX, Linux, Windows, and other current operating systems.
• Knowledge of Teradata support tools including the installation of remote tools