Customer Solutions Engineer

US-MI-Detroit
1 month ago(12/15/2017 2:40 PM)
ID
2017-14774
# 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 Support plays a key role in Compuware’s mission to help our customers “Mainstream the Mainframe”.  Our Customer Support team provides 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. They work to resolve customer issues by evaluating and reporting software problems, researching possible solutions and workarounds, and by assisting with product installations, configurations, and functionality.

 

This position involves direct communication (digital and phone) with customers as well as cross functional collaboration with product managers, account teams, and engineers. At Compuware, our employees embrace a whatever-it-takes attitude and strive to continuously improve their knowledge, skills, and ability to serve customers.

 

Primary Roles/Responsibilities

  • Works directly with customers to drive resolution of reported technical issues, defects, and questions
  • Provides a high quality interactions and timely responses to customer inquiries
  • Manages customer expectations with regard to their call / case resolution timeframe and status
  • Is highly self-directed for both day-to-day responsibilities as well as on-going development of technical skills and knowledge
  • Partners with Customer Solutions Content Developers to help 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.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed