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Customer Success Technical Analyst

Company: Compuware Corporation
Location: Detroit
Posted on: January 18, 2020

Job Description:

DESCRIPTION

We are 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 Experience Analysts play a key role in Compuware s mission to help our customers Mainstream the Mainframe . They provide customers with technical solutions while optimizing the overall customer experience. 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 regarding 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

* Acts as mentor to other Analysts in technical analysis, issue diagnosis, resolution, planning, and business process

* Partners with Customer Solutions Content Developers to help author and maintain help center content such as troubleshooting guides and other forms of technical documentation

* Use technical knowledge and experience to replicate customer issues with product and create workarounds.

* Periodically provides after hours customer support coverage

Qualification:

* Working knowledge of mainframe technologies, environments and products (ideally IMS, DB2, CICS, SCM etc.)

* University degree in Computer Science or equivalent work experience

* 2+ years of systems programmer experience Or

* 2+ years of COBOL application programmer experience

* 2+ years of customer service experience

* Strong verbal & written communication skills

* Strong customer handling skills and customer service orientation

* Proven problem solving and analytical ability

* Excellent organizational/time management skills

* Ability to handle multiple tasks concurrently

We offer competitive salary, company sponsored premium Medical & Dental plans, company paid holidays, vacation, personal and sick days and a company matching 401(k) plan. We are an EOE Minorities/Women/Disabled veterans and VEVRAA Federal Contractor.

Keywords: Compuware Corporation, Detroit , Customer Success Technical Analyst, IT / Software / Systems , Detroit, Michigan

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