Company Profile:
CA Technologies (NASDAQ: CA) creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business, in every industry. From planning to development to management and security, CA is working with companies worldwide to change the way we live, transact and communicate.

Job Description:

1. Take ownership of technical customer requests and provide support for a product or solution using telephone, email, communities or chat.
2. Independently apply acquired technical knowledge and open-ended problem solving methodology to assess increasingly complex problems, analyze root causes, and advise customers on solutions.
3. Research, analyze, and resolve complex functionality and usability related issues.
4. Perform troubleshooting by recreating a customer scenario on internal testing equipment with a comparable software configuration.
5. Understand and accurately document product questions that require in-depth analysis ; determine and pursue the appropriate process to progress the issue to resolution.
6. Identify complex or high impact issues and coordinate with senior staff where necessary for resolution. Escalate unresolved customer issues to the appropriate subject matter expert or manager according to product line procedures.
7. Proactively enable customer self-service
Contributes and updates content in the knowledge base, external forums and user communities in order to enable customers to self-serve
Educates the customer on how to leverage self-service resources by demonstrating functionality and best practices
8. Manage own time to prioritize and balance all assignments.
9. Maintain knowledge of Support policies, procedures, tools and systems; including Engineer Handbook guidelines.

Candidate Profile:
1. Bachelor's Degree or global equivalent in Computer Science or related discipline.