RIM / BlackBerry - Job Opportunity - Irving, Texas

RIM / BlackBerry - Exchange Server Associate BlackBerry Partner Support
Please send your resume to me at bkanode@rim.com
The BlackBerry Server Support Team within Research In Motion's Customer Support Operations is responsible for premier technical support to our customers as well as RIM's Carrier partners for the award-winning BlackBerry smartphones running on the BlackBerry® Enterprise Server for Microsoft® Exchange. Reporting to the Supervisor, Support Operations and working on a team of between 10 to 12, you will be primarily responsible for providing highly effective, efficient and professional support by troubleshooting customer issues, researching solutions and when necessary, working with our elite escalation teams utilizing Remedy® Action Request Ticket Management Software, Microsoft® Outlook and various internal and external knowledge-based systems.

RESPONSIBILITIES

The successful candidate's responsibilities will include:
• Participating on an inbound priority-based queue to answer telephone-based inquiries (and some email)
• Collecting information and performing initial troubleshooting of BlackBerry Enterprise Server related installation, upgrade and/or post-installation issues (resolving approximately 95% of all customer inquiries)
• Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown Leveraging both internal and external knowledge-based systems for assisting customers
• Logging issues and customer information into the Remedy ticketing system
• Escalating when necessary to our appropriate escalation teams

This unique career opportunity further allows you to utilize your full complement of skills and experience by acting as a peer-trainer to other members of the Support Team, participating in several beta tests of new BlackBerry smartphones and software and be a key member of some of our special case and project assignments.

ESSENTIAL SKILLS AND QUALIFICATIONS
• A solid working knowledge of the fundamentals of Microsoft Exchange University or College education in a technology related discipline
• Mandatory Bilingual Portuguese & English - Written and Verbal
• Working knowledge of Microsoft Windows OS (2000, XP, 2000/2003 Server)
• Outstanding comprehension and communication skills 1-3 years previous support related experience dealing with customers (either face-to-face or in a technical support environment)

• Ability to thrive and a desire to succeed in a rapidly changing environment • A good sense of humor, a positive attitude, patience and understanding, dedication and commitment • Ability to work rotating shifts in a 24/7 environment
  • Additionally, and in anticipation of a high volume of applicants, preferred consideration will be given to candidates who also possess the following: Technical Certifications such as your MCSE, MCP (or indication that you are interested in gaining these certifications)
  • Advanced knowledge of Microsoft Exchange servers