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BlackBerry Corporation Technical Support Intern - Summer 2020 in Mountain View, California

Worker Sub-Type:

Student (Fixed Term)

* Job Description: *

POSITION SUMMARY

A customer service internship is designed to provide students with practical knowledge of customer service related issues in a service organization. Typical duties interns perform during a customer service internship include understanding customers' queries and requests, processing customer requests, forwarding issues to seniors, attending training sessions designed for customer service associates and performing administrative tasks being assigned by Customer Support Manager. Metrics gathering and trend analysis will also be taught during internship.

A customer service internship is generally offered to students pursuing studies in a customer-service oriented course in Information Technology or Enterprise Software Life-cycle. Excellent customer service skills and clear communications are essential.

Location: Mountain View, California

Term: 4 Months

RESPONSIBILITIES

As part of the BlackBerry Customer Support team, a customer service internship is designed to provide students with practical knowledge of customer service related issues in a service organization. Typical duties interns perform during a customer service internship include understanding customers' queries and requests, processing customer requests, forwarding issues to seniors, attending training sessions designed for customer service associates and performing administrative tasks being assigned by the Customer Support Manager. Metrics gathering and trend analysis will also be taught during internship.

A customer service internship is generally offered to students pursuing studies in a customer-service oriented course in Information Technology or Enterprise Software Life-cycle. Excellent customer service skills and clear communications are essential.

  • Provide high quality customer support with resolutions per Service Level Agreement
  • Diagnose, document and track cases to closure
  • Maintain high customer satisfaction and strong relationships with customers
  • Work with seniors to manage escalations
  • Enhance knowledge base, documentation and support policies and procedures
  • Enhance FAQ and other easy to access information to reduce incoming cases
  • Communicate effectively with customers, peers and management
  • Gather metrics for statistical analysis of cases to determine trends

SKILLS AND QUALIFICATIONS

  • Currently pursuing a post-secondary degree or diploma in a related field
  • Solid understanding of the technical fundamentals of the Internet
  • Experience with iOS, Android troubleshooting
  • Experience supporting multiple, simultaneous engagements/customers
  • Exceptional analytical skills to identify patterns and trends
  • Excellent interpersonal and communication skills
  • Exposure to IIS Server or any Web server or Web based programming
  • Familiar with SQL
  • Experience with network engineering
  • US Citizen
  • Work in Mountain View, CA
  • Experience with Microsoft Windows administration is required
  • Must pay attention to detail, ability to work and succeed in a fast-paced environment
  • Self-directed with a strong sense of ownership

AtHoc, a division of Blackberry is the pioneer and recognized market leader in next-generation emergency communications software for the security and safety market. Fundamental to our mission at AtHoc is the development of innovative products used for the critical endeavor of saving lives.  We’re seeking dedicated, bright and highly motivated interns who want to make a difference and share in our accomplishments and passion. We provide a culture that encourages different perspectives and new ways of thinking toward a common, aligned goal and shared vision: to bring innovative solutions to market and advance the safety, security, and protection of people and property around the world.

Join a principled customer-focused team that is transforming an industry and has earned the trust of hundreds of customers and millions of users within the U.S. military, federal government, homeland security agencies, healthcare, fortune 500 companies and higher education institutions. At AtHoc, we recognize that the talent and drive of our people is a vital key to our continued success.

For more information on AtHoc, please visit .

Job Family Group Name:

Business Practices & Operations

Scheduled Weekly Hours:

40

http://www.athoc.com/

We are BlackBerry, a global mobile communications leader who revolutionized the industry with its introduction in 1999. Today, BlackBerry’s products and services, from messaging to enterprise mobility, are relied on by millions of individuals every day to securely and efficiently connect them to the content and people that matter most. At BlackBerry our instinct for innovation is relentless, so as we continue to push the boundaries of mobile experiences, we continue to drive the talent, passion and creativity of our employees.

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It is the policy of BlackBerry to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

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