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Specialist BlackBerry Partner Technical Support
| Location: | Bedford, Halifax, Nova Scotia, Canada |
|---|---|
| Job Type: | Permanent |
| Posted: | 2nd Sep 2010 |
| Closing Date: | 30th Sep 2010 |
| Posted By: | Research In Motion |
| Details: | |
| Specialist BlackBerry Partner Technical Support Specialist BlackBerry Partner Technical Support Research In Motion (RIM)/BlackBerry Location: Bedford, NS 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 Partner Technical Support team of Research In Motion's Customer Support Operations is responsible for assisting a variety of BlackBerry customers by troubleshooting the BlackBerry smartphone, the Desktop Manager software, and all applications relating to the BlackBerry Solution. Our products are global, making our clients global. You could be interacting with high ranking domestic or international government officials, entertainers, or even your neighbour. In this role you will walk the customer through troubleshooting steps to resolve a variety of functionality and software issues. As the escalation point for our customers, this role provides the opportunity to work through issues, utilize your technical skills, and see the customer through to a resolution. Reporting to the Supervisor, BlackBerry Partner Technical Support and working on a team of 10 to 15, you will be primarily responsible for providing highly effective, efficient and professional support by troubleshooting BlackBerry technical issues, researching solutions utilizing ticketing software, Microsoft Outlook, and various internal and external knowledge-based systems. RESPONSIBILITIES The primary functions of this role consist of: • Participating on an inbound priority-based queue to answer telephone based inquiries (and some email) • Collecting information and performing initial troubleshooting of Desktop, Handheld, BlackBerry Internet Service & BlackBerry Enterprise Server inquiries (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 • Escalating when necessary to our appropriate escalation teams • You are accountable for all work that enters your team • During your back-line time you will provide additional support through coaching, shadowing, etc to new hires into your team • You will constantly be interested in learning and becoming proficient at all aspects on BlackBerry This is a fantastic opportunity to be a part of one of Canada's greatest success stories. This unique career opportunity further allows you to utilize your skills and experience by providing the opportunity to act as a peer-mentor to other members of the BlackBerry Partner Technical Support team. You will also participate in continuous learning to ensure you maintain expert knowledge on all products and software releases. ESSENTIAL SKILLS AND QUALIFICATIONS • Working knowledge of the fundamentals of Microsoft Exchange • University or College education in a technology related discipline • 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 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! © 2010 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. | |
| Sorry! This job is no longer active as the closing date for applications has passed. You can view other vacancies from this company (if they have any) by clicking on their name above, alternatively we may have some suggestions for similar vacancies listed below that might be of interest. | |
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