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Technical Support Specialist

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Teradata

Feb 10

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Hyderabad, +1
    Remote

AI generated summary

  • You must be fluent in French and English, have 3-5 years in Technical Support, a BA/BS in Computer Science, and knowledge of databases, UNIX, Linux, and Windows.
  • You will provide frontline support, triage incidents, track progress, isolate issues, analyze logs, and collaborate with teams to implement solutions for customers in France.

Requirements

  • Provide frontline support to Teradata global customers with a primary focus on the region of France.
  • The candidate must possess native-level fluency in both written and spoken French. This is essential for effectively communicating with our French speaking customers and colleagues.
  • Excellent oral and written communications skills in English.
  • 3-5 years of Technical Support related experience.
  • BA/BS in Computer Science or equivalent experience.
  • Good Database and Operating System knowledge.
  • Experience in Help Desk/Customer service position is a plus.
  • Knowledge of Support Center procedures and troubleshooting protocols.
  • Knowledge of UNIX, Linux, Windows, and other current operating systems.
  • Knowledge of Teradata support tools including the installation of remote tools is a plus.

Responsibilities

  • Provide frontline support to Teradata global customers with a primary focus on the region of France and willing to work in the CET time zone.
  • Accept and respond to incoming calls, incidents, and emails.
  • Provide Initial problem triage and clarify problem definition.
  • Track, monitor and maintain incident progress.
  • You should be able to collaborate effectively with other support analysts, developers, engineers, and various teams to resolve complex issues.
  • Apply search tools to identify previously developed solutions and recognize patterns and symptoms.
  • Search knowledge bases for known solutions to known problems.
  • Identification and management of duplicate incidents.
  • Extract logs, dumps, error files from customer systems and analyze.
  • Isolate problem area through problem recreation.
  • Provide remote support to on-site resources.
  • Coordinate with customers and end-users to implement solutions.
  • Log problem resolution and support knowledge creation.
  • Coordinates activities associated with product/service resolution issues.

FAQs

What is the primary focus region for the Technical Support Specialist role?

The primary focus region for this role is France.

What languages must a candidate be fluent in for this position?

A candidate must possess native-level fluency in both written and spoken French, as well as excellent oral and written communication skills in English.

What kind of experience is required for this role?

The role requires 3-5 years of Technical Support related experience.

What educational background is preferred for candidates applying for this position?

A BA/BS in Computer Science or equivalent experience is preferred.

What types of knowledge should candidates have for this role?

Candidates should have good knowledge of databases, operating systems, UNIX, Linux, Windows, and troubleshooting protocols, as well as familiarity with cloud technologies and Teradata support tools.

Is prior experience in Help Desk or Customer Service advantageous?

Yes, experience in a Help Desk or Customer Service position is considered a plus.

Are Technical Support Specialists required to work in specific time zones?

Yes, the Technical Support Specialist should be willing to work in the CET time zone.

What responsibilities does a Technical Support Specialist have when dealing with customer incidents?

Responsibilities include providing frontline support, triaging problems, tracking incident progress, collaborating with teams, extracting logs, analyzing problems, and coordinating with customers to implement solutions.

Does Teradata value diversity and inclusion in its workplace?

Yes, Teradata is committed to diversity, equity, and inclusion and invites all identities and backgrounds in the workplace.

What collaborative environment does a Technical Support Specialist work in?

A Technical Support Specialist works in a collaborative environment and interacts with various teams and individuals within Teradata, including customers, product support engineers, and infrastructure teams.

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Teradata

The connected multi-cloud data platform for enterprise analytics, solving data challenges from start to scale.

Technology
Industry
10,001+
Employees
1979
Founded Year

Mission & Purpose

Teradata is the connected multi-cloud data platform for enterprise analytics, solving data challenges from start to scale. Only Teradata gives you the flexibility to handle the massive and mixed data workloads of the future, today — making your data easier to consume everywhere, with no added risk. Our open approach embraces the modern ecosystem to create a seamless experience for ingestion, exploration, development, and operationalization. We’ve created the fastest path to analytics in the cloud at scale at the lowest risk. Our experience working with thousands of customers and partners around the world, across a wide range of verticals and industries, makes us the most effective platform for delivering business outcomes and unlocking unlimited value by turning data into your greatest asset.