Customer Care Consultant

DE-Karlsruhe
Job ID
2017-1611
Category
Customer Care

Overview

Planview enables organizations to get the most out of their resources and achieve their goals. We are the global leader in Work and Resource Management, with the industry’s most comprehensive portfolio of solutions for strategic planning, portfolio and resource management, work collaboration, and enterprise architecture. Our solutions span every class of work, resource, and organization; addressing the needs of teams, departments, and entire organizations, from the mid-market to global enterprises.

 

Headquartered in Austin, Texas, our 700 employees serve more than 3,000 enterprise customers worldwide through a culture of product leadership, deep market expertise and highly engaged customer communities. For more information, visit http://www.planview.com.

 

We are now recruiting for our European Service and Support Center based in Karlsruhe, Germany. 

Responsibilities

  • Provide support for European based customers with technical focus on Microsoft Sharepoint and Reporting Services
  • Answer incoming customer calls and document incident information in detail within the incident tracking system
  • Document problems and solutions in detail to achieve best and quickest resolution for new and old problems
  • Develop action plans to assess problems or unusual situations and develop solutions
  • Coordinate with other teams to provide resolutions
  • Properly manage customer expectations
  • Work closely with Level III Support to identify issues and develop resolutions
  • Assist with internal projects related to customer services
  • Assist software engineering with internal QA and UAT Testing

Qualifications

Previous customer support experience is required.  Candidates must have good communication skills and be comfortable working with people at all levels of management and technical abilities.  We are seeking an individual that has strong interpersonal skills, with a driven attitude toward success, who can work with limited supervision.  Strong writing skills are required.  Familiarity with Web-Based (ASP) applications is helpful.

 

  • Good knowledge of Microsoft Sharepoint and Microsoft Reporting Services
  • Excellent customer service and interpersonal skills
  • Must have strong communication and training skills and be able to communicate technical information to non-technical users
  • Knowledge of project management helpful
  • Experience with help desk/problem tracking systems
  • Helpdesk experience supporting Windows-based systems and enterprise-wide applications helpful
  • Must have Experience with Microsoft Windows environments (MCP or MCSE preferred)
  • Experience supporting web-based applications
  • Understanding of Microsoft IIS services and configuration options
  • Working knowledge of Oracle, SQL Plus, Microsoft SQL Server, Query Analyzer products and the ability to construct basic database queries
  • Must have solid, hands on, diagnostic/troubleshooting experience
  • Strong organization, time management and prioritization skills
  • Must be able to manage multiple problems and balance priorities effectively

 

Great Benefits and Fun Perks

  • We offer highly competitive benefits packages for every lifestyle.
  • No one likes working in a box, right? That’s why in our office locations we have open work environments with optional standing desks, soft drinks, gourmet coffee machines and fresh fruit to get your day going! Oh, and a patio balcony with BBQ’s for those days when the weather is behaving.
  • We believe in regular fun office events and monthly happy hours!
  • We offer flexible work hours and we are family friendly.

Planview is an Equal Opportunity Employer

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