As a Technical Support Associate (TSA) you are passionate about Data, Business Intelligence, and you are a collaborative, cheerful, agile, motivated team member. You want to develop in the MicroStrategy Support organization in order to help MicroStrategy Customers realize their fullest potential with MicroStrategy Software. To accomplish those goals, you are responsible for managing inbound calls/emails, providing customer access to secure support sites, monitoring the MicroStrategy Community and collaborating with the greater Support team.
Handle inbound calls from MicroStrategy customers, partners, and internal personnel.
Process and triage exceptional inbound email traffic into MicroStrategy Technical Support.
Assist MicroStrategy users via email, forums, and social media channels in a variety of topics from account management and Technical Support.
Collaborate with members of the greater MicroStrategy Technical Support team to ensure high quality case resolution.
Contribute to the administration, support and correct operation of critical Technical Support systems.
Participate in ad hoc projects as determined by Technical Support Management.
Create and maintain online accounts for customers and partners to access secure MicroStrategy websites.
Process MicroStrategy License key or activation queries, facilitate the issue of software license keys and the creation of online Technical Support accounts for new MicroStrategy software transactions.
Work an adjusted shift schedule, possibly until midnight or later, on our last business day of each quarter to support the completion of processing all new software transactions.
Conduct Keep all guidelines, help documents, and community information up to date.
Help create and deliver quarterly newsletters and other important announcements to MicroStrategy Technical Support customers.
Coordinate schedules for 24x7 Technical Support rotations.
Required Experience and Skills:
Motivation, Innovation, Passion, Integrity, Collaboration, Teamwork, Can-do attitude, Customer-Focus.
You should also bring the following:
Bachelor’s degree or equivalent.
Strong analytical skills.
Excellent written and verbal communication skills.
Competent user of productivity software (Excel, Word, PowerPoint, etc.).
Ability to multitask in a fast-paced environment.
Ability to work well in an IT organizational environment with strong collaborative and team orientation.
Detail and process oriented, well organized with effective time management skills.
Management of virtual systems or other systems critical for support.
Customer service experience is a plus.
Able to support MicroStrategy customers during their working hours between 9:00am and 7:00pm EST.
Experience with the following are highly desirable:
Knowledge of Computer Systems and Networks.
Exposure and implementation of any project in a computer programming language.
Knowledge of Database Concepts (e.g. analytical functions, joins) on major, not just relational, Database platforms.
Concepts for implementing an ETL process and data models.
Analyzing existing data structures and PL/SQL packages (e.g. with SQL Developer, SQL Server Management Studio, or TOAD).
MicroStrategy is an equal employment and affirmative action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
MicroStrategy is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need an accommodation due to a disability, you may contact us about your interest in employment at 703.848.8600.