Intern - Customer Support & Services Brazil

Job Description

Intern - Customer Support & Services Brazil

LOCATION: SAO PAULO BRAZIL

Soft skills:

• Proactive;
• Committed;
• Sense of criticality;
• Ownership;
• Accountable;
• Willing to help;
• Accepts responsibility;
• Openness;
• Positive attitude;
• Organized;
• Excellent interpersonal relationship skills;

Must to have skills:

• In progress BS/BA degree in Business Technology, Computer Science, or Management Information Systems, or Engineering is required. Will be consider only those candidates who are between fifth or sixth semester of college. (will be required to the applicants to add the information in the resume as well as graduation date estimated).
• Intermediate/Advanced written and oral communication skills in English is required

Desired Skills:

• Experience/background related to customer support and Support center procedures and troubleshooting protocols will be highly considered ( working experience is not mandatory)
• Intermediate/Advanced written and oral communication skills in Spanish highly desired
• 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
• knowledge of LINUX/UNIX Skills
• Investigation of software issues & problem diagnosis
• Understanding of customer client/server connectivity & configurations
• Understanding of hardware platforms, hardware and software configuration techniques
• Office 365 (Excel, Word, PowerPoint, Outlook, OneNote, etc)

Major Responsibilities and Tasks:

• 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