Senior Services Operations Specialist

CA (NYSE: CA) a $3.5 billion, international publicly traded company is transforming the management of information technology, and is undergoing a transformation itself. We've sharpened our focus on execution, launched a new brand identity and vision for the marketplace, put a new management team in place, focused the Company on systems, security and storage management software for the enterprise, and strengthened relationships with our partners and enviable customer base of 95% of the Fortune 500. Clearly, we are well positioned for the future. We are currently looking for a qualified Senior Services Operations Specialist at our Morrisville, NC office.

This position is responsible for providing prompt and courteous technical support for ASP clients and end users, across geographical regions, multiple CA locations, technology lines, and products lines and for servicing customers including answering complex questions on function and product usage and recreating customer problems. The Specialist will mentor and train less-experienced Operations Specialists and take customer problems to the point of identifying the problem and potentially recommending the fix or solution. Maybe called upon to assist support management in QA assessments, validating Service Level Agreement (SLA) adherence, and scheduling activities.

Ideal candidates will have 5+ years of technical support experience. Successful candidates will have technical expertise in eHealth product and ASP methodologies with 2+ years experience supporting the ASP products and offerings. Candidates will possess a strong customer service mindset, attitude, ethics and approach. Customer communication skills (written and verbal) as well as troubleshooting skills. Advanced knowledge of CA products and technologies specifically eHealth and live health. Candidates will have the ability to handle high-pressure customer situations and bring these situations to a successful resolution for the customer, as well as the ability to mentor and train other Operations Specialists and staff. Identifies and resolves problems in a timely manner. Proficient in the configuration and execution of various eHealth reports and feed files. A bachelor's Degree in Computer Science or a related Field.