Tuesday, July 19, 2011

Customer Support Engineer-Job Code: CIK-1994

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Serve as the primary support contact and a technical support liaison to specified customers and monitor their email team-lists. Maintain required information of allocated customers including contact points, deployment data, remote access method(s) and other information requested by management.Where necessary, escalate the issues to other team members/team leader/team manager or to other teams in accordance with relevant procedures identified in the Operations Guide.Travel to customer sites in order to assist in issue resolution when needed.Log issues (when a software bug is discovered) in the bug tracking system, reproduce the bug and provide all reasonable data, including the instructions on how the bug is reproduced, to the Product Group to assist them in resolving the issue.Create knowledge base documentation for all resolved issues where an existing document does not exist or the issue is not covered by product documentation.Become Openwave certified in at least one Openwave product and provide input and assist in the creation of relevant certification exams for products and product versions by management instruction.
Keywords:Customer Support Engineer, XML code, technical engineer, troubleshoot