Services Consultant

CA, Inc. (NASDAQ: CA), one of the world's leading independent, enterprise management software companies, unifies and simplifies complex information technology (IT) management across the enterprise for greater business results. With our Enterprise IT Management vision, solutions and expertise, we help customers effectively govern, manage and secure IT. Customers can evolve their IT operations from being reactive and focused only on technology to being flexible, adaptable and focused on serving the business. Today, CA, formerly known as Computer Associates, serves the majority of the Fortune 1000 companies, as well as government organizations, educational institutions and thousands of other companies in diverse industries worldwide.We are currently looking for a Services Consultant to join our team at our office in Cary, NC.Function as a member on a customer services support team and provide support for dedicated CA accounts! The qualified candidate will be responsible for providing prompt and courteous technical support for CA clients and end users, across geographical regions, technologies and products lines and servicing customers of CA Hosting and Managed Services, including answering complex questions on function and product usage. This includes assisting support management in QA assessments, validating Service Level Agreement (SLA) adherence, and scheduling activities.Position Responsibilities:* Investigate technical problems to determine the root cause, research and answer customer questions, and provide other front-end technical support activities. * Research and investigate client and product issues through analysis of tickets and other information systems. * Handle the most complex questions on functionality and product usage, eliminating the need for Software Engineer involvement. * Determine complex resolutions using existing product technology and/or identify unique methods for accomplishing tasks using multiple technologies. * Learn and master multiple Hosting and Managed Services' offers across various environments to provide quality customer support and to assist Services Operations Specialists. * Identify where problems occur within Hosting and Managed Services, and recommend solution or area of defect to Software Engineers or management. * Use standard communication methods such as telephone, email, fax to update customer on issues. * Use company customer support technologies such as ticketing systems and email to distribute or identify fixes for customer issues. * Work with Associate Consultants, and Senior Platform Administrators to expedite resolution of customer issues. * Provide input to Development organization or Software Engineers on (possible) updates that are needed to ensure product or solution quality. * Work with customers to verify fixes sent have resolved their problems. * Use appropriate documentation systems to maintain accurate customer history for any issues that are recorded; documenting each in a complete and concise manner. * Coordinate ownership of technical support issue escalation. * Escalate customer issues to Platform Administrators or Operations Management. * Perform problem recreations, verifications and resolutions. * Perform QA testing on upcoming releases to learn new features and functions. * Review backlogs of all technical support requests, providing assistance when Tier-1 Associates can take the issue no further or when they have misdiagnosed the issue. * Assist Operations Management in QA assessments of team's issues, checking SLA adherence, scheduling activities of team members, and other activities as assigned.There's never been a better time to join CA. We're a dynamic company with a strong vision in a growing global market. At a time when customers are demanding more and more from their technology, we're changing the way the world manages IT, to help customers better perform, compete and grow. That's why the majority of leading companies across industries worldwide use our software. It's also why you'll find a wealth of opportunities for important and rewarding work. Come to CA and build the career you want.We offer competitive salary, company sponsored premium Medical/Prescription & Dental Plans, Company-Paid Holidays, Vacation, Personal and Sick Days, 401(k) Plan, Employee Stock Purchase Program, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program, and Veterinary Care Insurance. To learn more about CA and this opportunity, we welcome you to visit our web site at www.ca.com EOE/AA ~CB~ ~m~ Location:   US-NC-Raleigh/Durham-RTP Status:   Full Time, Employee Job Category:   IT/Software Development Career Level:   Experienced (Non-Manager) Reference Code:   8522   Learn more about CA