Ability to log and respond to customer support requests via phone, e-mail, and web interface.
Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration.
Act as product technical liaison between support and internal teams (Development / Cloud)
Communicate technical product and solution expertise to internal and external customer
Exhibit a commitment to customer service while building customer partnerships
Expertly utilize support tools (WebEx, Meeting Place) to expedite case resolution
Follow operational guidelines for interacting with other associates
Fully document all case interactions and author Knowledge Base solutions
Provide updates and case statuses to customers and management
Use customer service, communication and problem solving skills to solve inquiries from JDA customers
Provide go-live technical support during upgrades
Assist client in the design and testing of the integration with JDA products