Intern - Customer Services
hace 6 meses
What You'll Do
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Incident Review & Change Controls out of date and / or frozen, which requires action;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
Who You'll Work With
You will be working with the LATAM South SEM’s team.
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)
What You Will Bring
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
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