Handle customer support cases daily, including verifying cases, isolating, and diagnosing the problem, and resolving the issue.
Review customer support cases that is stuck and providing a breakthrough.
Ensure that knowledge management and data capture processes are followed and encourage and help convert technical solutions are converted to Knowledge base articles.
Contact customers through a series of actions, either by phone, email or zoom meetings until they've solved a technical issue
Approach complex technical issues with varying perceptions and making use of opportunities to create productivity tools
Coordinate with Quality Assurance and Engineering teams to aid in reporting, and resolving product defects.
Understanding of relational databases like Oracle, Sql server, MySQL
Experience with Web Services, WSDL, SOAP, XML, XML Schemas, REST, cloud ecosystems like AWS, Azure or GCP and operating systems such as Windows, UNIX/Linux.
What We'd Like to See
As an important part of the Global Customer Support team, you will provide technical support for Informatica Cloud products, Cloud Data Integration and Cloud Application Integration.
You will work with the Informatica support team, QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Informatica is delivering overall support to our customers.
Role Essentials
BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience
Minimum 5+ years of relevant professional experience
Perks & Benefits
Comprehensive health, vision, and wellness benefits (Paid parental leave, adoption benefits, life insurance, disability insurance, and 401k plan or international pension/retirement plans
Flexible time-off policy and hybrid working practices
Tuition reimbursement program to support your personal growth
Equity opportunities and an employee stock purchase program (ESPP)
Comprehensive Mental Health and Employee Assistance Program (EAP) benefit