Description |
Research In Motion Limited
® (RIM)
® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry
® wireless platform, the RIM Wireless Handheld
'¢ product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?
POSITION SUMMARY
The BlackBerry Server Support Team within Research In Motion's Customer Support Operations is responsible for premier technical support to our customers as well as RIM's Carrier partners for the award-winning BlackBerry smartphones running on the BlackBerry
® Enterprise Server for Microsoft
® Exchange. Reporting to the Supervisor, Support Operations and working on a team of between 10 to 12, you will be primarily responsible for providing highly effective, efficient and professional support by troubleshooting customer issues, researching solutions and when necessary, working with our elite escalation teams utilizing Remedy
® Action Request Ticket Management Software, Microsoft
® Outlook and various internal and external knowledge-based systems.
RESPONSIBILITIES
The successful candidate's responsibilities will include:
* Participating on an inbound priority-based queue to answer telephone-based inquiries (and some email)
* Collecting information and performing initial troubleshooting of BlackBerry Enterprise Server related installation, upgrade and/or post-installation issues (resolving approximately 95% of all customer inquiries)
* Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown Leveraging both internal and external knowledge-based systems for assisting customers
* Logging issues and customer information into the Remedy ticketing system
* Escalating when necessary to our appropriate escalation teams
This unique career opportunity further allows you to utilize your full complement of skills and experience by acting as a peer-trainer to other members of the Support Team, participating in several beta tests of new BlackBerry smartphones and software and be a key member of some of our special case and project assignments.
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Requirements |
ESSENTIAL SKILLS AND QUALIFICATIONS
* A solid working knowledge of the fundamentals of Microsoft Exchange University or College education in a technology related discipline
* Mandatory Bilingual Portuguese & English - Written and Verbal
* Working knowledge of Microsoft Windows OS (2000, XP, 2000/2003 Server)
* Outstanding comprehension and communication skills 1-3 years previous support related experience dealing with customers (either face-to-face or in a technical support environment)
* Ability to thrive and a desire to succeed in a rapidly changing environment
* A good sense of humour, a positive attitude, patience and understanding, dedication and commitment
* Ability to work rotating shifts in a 24/7 environment
* Additionally, and in anticipation of a high volume of applicants, preferred consideration will be given to candidates who also possess the following: Technical Certifications such as your MCSE, MCP (or indication that you are interested in gaining these certifications)
* Advanced knowledge of Microsoft Exchange servers
ADDITIONAL ASSETS
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
© 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
Research In Motion is an Equal Opportunity Employer.
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