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First Level Software Support - Intern Waltham United States,  

PerkinElmer (company)

Posted on : 18 July 2017

Project Description

Job Type : Intern
Career Level : Student (Undergraduate/Graduate)
Education : High School or GED
Location : Waltham MA US
Job 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 Spotfire 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 (Salesforce Service Cloud and JIRA)
  • Participate in side-projects aiming at improving usability, supportability and quality of the TIBCO Spotfire 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
  • Spotfire experience is a big plus but not a requirement


Waltham MA US

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