Job Description

Company

Qualcomm Intl Inc., Mexico Branch Office

Job Area

Information Technology Group, Information Technology Group > IT Support Analyst

General Summary

About the role

Product Support Specialists using Salesforce.com unified support platform to receive support tickets related to the Qualcomm Aware Platform. Support contexts range from device support, software upgrades, capabilities, portal functionality, route planning, defects, billing issues and any other issues encountered by customers as part of the business relationship.

Principal Duties & Responsibilities

• Acts as the customer’s first point of contact. Tier 1 support registers problems, collects detailed descriptions, prioritizes, and escalates advanced issues to Customer Engineering using Salesforce.com support platform.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Support device tracker and related service functionality (device configuration, shipment logistics programming, alerts, and faults)
• Support Identity Access Management systems to maintain customer accounts, login, password resets, connectivity.
• Support Sales related tasks from Tier 1 support, working together with Sales and Sales Operations team to process requests and discrepancies (Billing, Payments, Refunds)
• Maximizes systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new features with existing ones.
• Gathers data to identify and evaluate technical trends and report bugs and change requests on behalf of customers.
• Confirms program objectives and specifications through use and testing
• Expert knowledge of software, services, and necessary applications for product workflow.
• Trains users on new features, create training videos, user manuals, digital instruction pages and knowledgebase articles in collaboration with technical writers.
• Documents hardware and software updates.
  
  
  
  

IT Core Competencies

• Knowledge of script languages such as Python, JavaScript, Java, C#, REST API, etc.
• Experience using Salesforce.com (Cases)
  
  
  
  

What else are we looking for?

• Excellent problem-solving and troubleshooting skills.
• The ability to communicate technical information in an accessible manner to non-technical employees.
• A process improvement mindset.
• Software maintenance and testing capability.
• Vendor relations experience.
• Basic knowledge of networking principles and operating systems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Customer-service focus.
• Collaborative mindset.
• Hands-on problem-solving ability.
  
  
  
  

Minimum Qualifications

• High School Diploma or equivalent.
• 3+ years of experience in IT, Engineering Support, or related area.
• 2+ years of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
  
  
  
  

Physical Requirements

• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.
  
  
  
  

Preferred Qualifications

• Bachelor's degree or above in computer science, information systems, or related field
• 5+ years experience working on a Helpdesk, in IT, or similar technical function
  
  
  
  

Applicants: If you need an accommodation, during the application/hiring process, you may request an accommodation by sending email to accommodationsupport

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications.

If you would like more information about this role, please contact Qualcomm Careers.

3053870