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Specialist, BlackBerry Partner Technical Support (Exchange)

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
The Customer Support Representative team is responsible for assisting and interacting with customers with a wide variety technical abilities and demographics. Our products are global, making our clients global. From a highly skilled technical administrator to your typical neighbour, this role provides you the opportunity to assist our diverse customer base by helping them work through and resolve a variety of functionality and software issues related to specific BlackBerry products. Issues may include: installing, setting up, learning and maintaining specific BlackBerry software and hardware products.
You will also have the opportunity to investigate, troubleshoot, analyze and see the customer through to a resolution on a variety of documented and possibly undocumented issues. As such, your previous experience providing a high level of customer service and support to customers (in person, or via e-mail/telephone), especially your ability to explain technical issues simply and concisely using non-technical terminology, a proven track record for resolving difficult issues, and the ability to learn quickly and adapt to changing environments will make you successful in this role.
Reporting to the Team Lead, BlackBerry Technical Support and working as part of a global team with other support specialists, you will be expected to provide highly effective and professional support by troubleshooting BlackBerry technical issues.
RESPONSIBILITIES
The primary functions and responsibilities of this role are:
  • Answer telephone (or email) inquiries in a priority-based queue regarding specific BlackBerry products.
  • Gather information, research and troubleshoot technical inquiries.
  • Leverage both internal and external knowledge-based systems for assisting customers.
  • Log issues and customer information into a ticketing system.

Qualifications

ESSENTIAL SKILLS AND QUALIFICATIONS
  • In addition to English, candidates must be fluent in either French, Italian, Spanish, German or Dutch
  • Previous support related experience dealing with customers (either face-to-face or in a technical support environment)
  • University or College education in a technology related discipline or equivalent experience
  • Demonstrated ability to communicate clearly and effectively
  • Experience troubleshooting technology
  • Troubleshooting experience using POP3, SMTP, IMAP protocols and Outlook Web Access
  • Experience with Microsoft OS 2000, XP, Vista and Windows 7
  • Experience with Microsoft 2003/2007 Server and/or Microsoft Exchange Server 2003/2007
  • Support of various web-based and non web-based mail clients
  • Active knowledge of Microsoft Outlook
  • Ability to adapt in a rapidly changing environment
  • A positive attitude, patience, understanding, dedication and commitment
ADDITIONAL ASSETS
  • MAC knowledge
  • Previous experience with Remedy Action Request Ticket (or similar applications)
  • Experience troubleshooting Microsoft Office
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!
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