Sr. Product Support Representative

JOB DESCRIPTION:





 

Title: Sr. Product Support Representative

 

Location: Burlington, MA

 

Type: Permanent

 

Job: 3022

 

Overview:

Nuance is the leading provider of speech and imaging solutions for businesses and consumers around the world. Our technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses, experience Nuance by calling directory assistance, getting account information, dictating patient records, telling a navigation system their destination, or digitally reproducing documents that can be shared and searched. Making each of those experiences productive and compelling is what Nuance is all about.

Interested in Product Development? Come grow with us! Come join our Product Support team and expand your career path……

 

Responsibilities:

As a Senior Product Support Analyst you will be analyzing customer product issues within released applications. You will then work with Product development, R & D and other internal departments to resolve these issues, come up with solutions to minimize cycle time for problem resolution, and make improvements for future releases. By collaborating with your team members, you will share knowledge of issues and corresponding resolutions or workarounds. You will need to understand our applications in great detail as you will be relied upon to provide answers and training to Technical Support and Sales Departments. You will have the opportunity to develop training materials and web based support materials. You will also aid in top level support to the Technical Support Centers, Sales, Value Added Resellers (VARS), Original Equipment Manufacturers (OEMs), and high profile corporate customers. Will have the opportunity to work on entire product lifecycle which includes participating in Marketing Requirements Documents (MRD), Spec Reviews, running Beta programs, and participating in Product Development team meetings.

 

Responsibilities (cont.):
• Work with Product Marketing to define customer requirements for new product releases.
• Work with Research and Development to locate and resolve product defects.
• Work with Quality Assurance to improve testing processes to locate issues within new customer environments.
• Work with Program Management to outline Technical Support deadlines for product releases and updates.
• Work with Development and QA to review all product defects to determine product release status and required fixes for product updates.
• Work with Documentation Teams to review and provide feedback on all product documentation.
• Manage product release Beta cycles, including participant communication, test plan creation, defect analysis, data collection and submission to R&D for resolution.
• Handle all support ticket escalations from lower level Technical Support groups.
• Work directly with Partners, Distributors and Large Corporate Accounts to resolve customer/user issues.
• Provide technical backup for Sales Teams to close deals with corporate accounts.
• Write training documentation for product releases.
• Provide remote and onsite training sessions to Partners and lower level Technical Support groups.
• Analyze product defect reports and support tickets to mine issues for online knowledge base.
• Write technical articles for online knowledge base.
• Write technical documentation detailing solutions provided within product updates.

 

Qualifications:

• BS Degree desired
• 1 to 3 years experience
• Willingness to own problems and see them to completion.
• Strong, structured analytical skills.
• Excellent written and verbal communication skills
• Excellent time/project management skills
• Team player

• Some travel is required

 

 

If you are interested in this position please send the answers to questions below and an updated word version of your resume to todd.bourque@nuance.com  for further review and consideration.

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If your interested in Nuance but feel this position may not suit your background please visit our career center at http://jobs-nuance.icims.com/nuance_jobs/jobs/candidate /intro.jsp

If you find a position you feel is better suited for your background please contact me with the JOB ID and I’d be happy to represent you further for any position that peaks your interest.


Have a great day, I look forward to further communication.

Regards,

Todd M. Bourque

Senior Technical Recruiter

Nuance Communications, Inc.

ph. 781-565-4889

fx. 781-565-5553

Todd.Bourque@nuance.com

NUANCE.COM

The experience speaks for itself ™