TIBCO | 50197 Jaspersoft Customer Support | San Francisco, CA
Jaspersoft is seeking a talented troubleshooter with excellent communication skills. This is a hands-on support position focused on assisting customers with technical issue resolution and advice.
This individual will interact directly with customers to quickly troubleshoot mission critical issues, document product enhancements or defects, and explain best practices for implementation and usage of Jaspersoft products. Also, you will contribute valuable information to our growing self-service knowledge repositories. In addition, this individual will assist in identifying opportunities to increase the efficiency and effectiveness of the Technical Support team.As a leading open source software provider, TIBCOJaspersoft relies on the excellence of our support and services. We strive to innovate, and break the boundaries of traditional “support” to develop a leading model for Technical Support. . In recent years, Gartner (a market research company) has ranked Jaspersoft as high as #1 in customer support among Business Intelligence vendors – the individual filling this role will work within the Technical Support team to ensure that we continue this tradition of excellence.
- Manage customer issues related to the installation, configuration, and implementation of Jaspersoft products on a timely basis , provide effective and clear communication, and establish appropriate expectations with clients NOTE: Most issues are logged via Web and Email (written)
- Log defects and enhancement requests on behalf of customers
- Write and review technical knowledge base articles, solutions, FAQs, examples, and how-to’s for publication to a customer and company knowledge system
- Assist in the build-out of common server and database platforms for use in daily troubleshooting and testing associated with customer cases (via virtualization tools)