Entry-level Customer Solutions Engineer

US-MI-Detroit
1 month ago
ID
2017-14760
# of Openings
2
Area of Interest
Client Services

Position Description & Responsibilities

Compuware is unlike any 40-year-old software company you've ever seen; we are nimble, fast and obsessed with excellence and continuous improvement. The company's ongoing success depends on our employees--a diverse team of people with a set of key, common attributes. We seek positive, high-energy, innovative and assertive team players who have a strong desire to succeed in a team- and customer-oriented environment.

 

Customer Solutions Analysts play a key role in Compuware’s mission to help our customers “Mainstream the Mainframe”.  Our Analysts provide customers with technical solutions while optimizing the overall customer experience by taking the extra step to obtain a deep understanding of their technical problem(s) and overall objectives. They establish rapport and manage customer expectations, evaluate and report software problems and respond to inquiries relating to product installation, configuration, functionality and capabilities.  This position involves direct communication (digital and phone) with customers as well as cross functional collaboration with product managers and engineers. At Compuware, our employees take initiative and embrace a can-do attitude.

Primary Roles/Responsibilities:

  • Takes ownership and accountability for the call/case resolution process
  • Provides high quality interactions and timely responses to customer inquiries
  • Manages customer expectations
  • Is self-directed for both day-to-day responsibilities as well as on-going development of technical skills
  • Partners with Customer Solutions Content Developers to author and maintain help center content such as troubleshooting guides and other forms of technical documentation
  • Periodically provides after hours customer support coverage

Qualifications

  • Passion for technology
  • Degree in Computer Science or Information Systems
  • Experience with, or knowledge of, a technical topic such as programming, networking, hardware, enterprise software etc.
  • Proven problem solving and analytical ability
  • Experience gathering and analyzing information through research and team collaboration 
  • Strong verbal & written communication skills
  • Strong customer handling skills and customer service orientation
  • Excellent organizational/time management skills
  • Ability to handle multiple tasks concurrently

 

Company Message

Compuware is unlike any 40-year-old software company you've ever seen; we are nimble, fast and obsessed with excellence and continuous improvement. We empower the world’s largest companies to excel in the digital economy by fully leveraging their high-value mainframe intellectual property. We do this by delivering highly innovative mainframe application development and performance optimization solutions that uniquely enable IT to drive business value.

 

We offer competitive salary, company-sponsored premium Medical & Dental Plans, company-paid Holidays, Vacation, Personal, Sick Days and a company matching 401(k) Plan. We are an EOE -Minorities/Women/Disabled/Veterans employer and VEVRAA Federal Contractor.

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