What You’ll Do

The Technical Support Specialist works in a fast-paced, demanding technical customer support center environment that requires timely solutions to complex technical problems, often of a critical nature to the customer. As a technical support specialist for Teradata’s Base Support team, you will 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.  Below are the key responsibilities for this role:

• Provide frontline support to Teradata global customers with a primary focus on the region of Spain.
• Accept and respond to incoming calls, incidents, and emails.
• Provide Initial problem triage and clarify problem definition.
• Track, monitor and maintain incident progress.
• You should be able to collaborate effectively with other support analysts, developers, engineers, and various teams to resolve complex issues.
• Apply search tools to identify previously developed solutions and recognize patterns and symptoms.
• Search knowledge bases for known solutions to known problems.
• Identification and management of duplicate incidents.
• Extract logs, dumps, error files from customer systems and analyze.
• Isolate problem area through problem recreation.
• Provide remote support to on-site resources.
• Coordinate with customers and end-users to implement solutions.
• Log problem resolution and support knowledge creation.
• Coordinates activities associated with product/service resolution issues.

Who You’ll Work With               

The Teradata Global Support Organization-Base (GSO BASE) Support team is a 24x7, high volume global support center. Along with incident management, we provide technical/functional knowledge necessary to resolve customer’s problems, both internal and external. The support is provided in multiple languages across the globe.

As the Technical Support Specialist for GSO BASE typically works in a collaborative environment and interacts with various teams and individuals within Teradata. Some of the key stakeholders and colleagues that a Technical Support Specialist may work with Customers, Product Support Engineers, Platform support engineers, Service Experience Managers, Critical Support Managers, Infrastructure and Operations Teams, Training and Onboarding Teams, Third-party Vendors, and other Engineering teams.

What Makes You a Qualified Candidate

• Provide frontline support to Teradata global customers with a primary focus on the region of Spain.
• Excellent oral and written communications skills in English and Spanish.
• 3-5 years of Technical Support related experience.
• BA/BS in Computer Science or equivalent experience.
• Good Database and Operating System knowledge.
• Experience in Help Desk/Customer service position is a plus.

What You’ll Bring

As a Technical Support Specialist for GSO BASE, you will need to bring a combination of technical expertise, customer service skills, and problem-solving abilities to effectively assist customers with their on-Prem and Cloud-related issues. You will serve as a bridge between customers and the technical aspects of Teradata services. Your ability to solve problems, provide excellent customer service, and stay current with cloud & On Prem technologies will be essential in ensuring customer satisfaction and success in this role. Below are the preferred qualifications to excel in this role:

• Knowledge of TDBMS or other relational databases.
• Knowledge of Linux, UNIX, Windows, and other current operating systems.
• Knowledge of Support Center procedures and troubleshooting protocols.
• Knowledge of remote support tools including installation.
• Knowledge of Cloud technologies.