Analyst, Premier Support focusing on Domino Server and Lotus Notes support

Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless Handheld™ product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?

POSITION SUMMARY

As a part of the BlackBerry Direct Advanced Response Team (DART) of Research in Motion's Premier Support group you would be responsible for providing end-to-end support as an escalation point to our Fortune 500 type customers Blackberry environments. Globally you would be highly visible as a Subject Matter Expert while building relationships with the top-end users. This support is provided in person, over the phone as well as through email and web-chat.

We are a collaborative team of self-driven individuals, who thrive on working in a fast paced environment, constantly organizing priorities and setting goals to deliver on expectations of our Premier Enterprise customers. We are the unquestioned experts in our field of supporting the BlackBerry solution, often sought out to assist with creation and delivery of training, speaking at conferences and working with development/product management to continually improve the BlackBerry product.

The team supports the BlackBerry Solution within a cue setting 50% of the time, and then spends 50% of its time researching, troubleshooting and delving into the hard issues that make Blackberry one of the best products on the market.

This team promotes excellence at the highest standard and provides some travel opportunities to meet customers and/or troubleshoot complex issues onsite.

Reporting to the Team Lead of Premier Support, you will troubleshoot the highly complex and mission critical issues of our largest enterprise customer utilizing internal and external knowledge-based systems.

RESPONSIBILITIES

The successful candidate's responsibilities will include:
Partner with Development Support / Senior Analysts / Support Account Managers to provide the best support for a Premier customers
Research and author technical articles for submission to the Technical Knowledge Center
Research and troubleshoot customer issues via log analysis and other debugging tools
Provide world-class support and reinforce customer confidence while a resolution is being investigated
Partner with development/product management to continually improve the BlackBerry Enterprise Solution
Play a key role in beta programs, providing input on feature specs, supportability and quality
Responsible for customer issue reproduction testing in a robust, controlled lab environment
50% interaction queue based work / 50% offline investigation, research and testing
Provide technical assistance and counsel via real-time interaction queue (telephone, web-chat, email) and/or occasionally in person
Some onsite incident investigation
Attend technical conferences
Technical assistance with upgrade planning
Provide pro-active BlackBerry environment health consult
Deliver technical presentations

Qualifications

ESSENTIAL SKILLS AND QUALIFICATIONS
Post Secondary education in a technical related discipline
Advanced level knowledge and hands-on experience with the following: Windows 2000/2003 Server, Windows 2000/XP, Lotus Domino Server and/or Microsoft Exchange Server 00/03/07 and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook
Proven application of sound troubleshooting strategy under conditions of critical severity with very large enterprise customers and/or mission critical organizations
Time management and prioritizing skills
Flexibility to work varying shifts, overtime and travel on short notice (must have valid passport)
Professional experience providing technical support through a variety of channels
Communicate in a clear, concise and professional manner
A consistent desire to establish and maintain a strong relationship with Premier Customers
ADDITIONAL ASSETS
Technical Certifications such as ITIL, CLP (Lotus), MCP or MCSE
BlackBerry Certification
Bilingual in English and French, Spanish, Portuguese, Mandarin, Cantonese, or Japanese
Experience working on Sev1 issues
Previous working knowledge of the BlackBerry Enterprise Solution and/or certification
Past experience working either with or in Fortune 100 companies
KT Resolve Training
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!

© 2010 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.

To apply: https://rim.taleo.net/careersection/americas/jobdetail.ftl?lang=en&job=188010&src=JB-11120