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First Level Software Support - Intern - United States  

PerkinElmer (company)


Posted on : 25 June 2017

Project Description

Role Purpose: 
Support queue management and ticket assignment

Span of Control: 
Position reporting directly in to Spotfire Support Manager

Primary Responsibilities:    
  • Assign an application, Contact, Account, priority and problem description to all new cases coming into the default Support queue 
  • Learn Spot fire sufficiently to provide first level support for low level technical issues and customer service requests 
  • Understand the problems reported by customers and reproduce locally to assist other support team members 
  • Assist in documenting problems, solutions, and defects in the Support call tracking system and in the bug tracking system.
  • Participate in side-projects aiming at improving usability, supportability and quality of the TIBCO Spot-fire products 
  • Assist in creating customer self-service content, e.g. in the form of knowledge base articles, community forum posts.  

Key Competencies:    
  • Customer focus 
  • Good English oral and written communication skills 
  • Problem solving and analytical capabilities 
  • Planning, Prioritizing and Reporting 
  • Attention to detail and a concern for quality  

 Job Requirements : 
  • Working towards a Bachelor’s Degree in Life Sciences, Statistics or related field 
  • Excellent verbal and writing skills 
  • Intelligent, well rounded with ability to learn quickly and read between the lines in a rapidly changing environment 
  • Curious, intellectually driven to learn new things, to troubleshoot and solve problems and grow personally as a result of that effort 
  • High attention to detail  

Nice to Have Skills/Knowledge:     
  • Experience providing technical or customer support 
  • Technical proficiency with Microsoft Office applications, CRM systems 
  • Understanding data analysis and constructs of domain specific data 
  • Spot fire experience is a big plus but not a requirement