Former WebSphere Application Technical Support Intern at IBM
about 2 years ago
Just be able to understand and use a new program. It's really old software and it kind of has a lot of steps. Write stuff down so you can more easily remember the process.
Total process was, identity if pmr belonged to your team if it did assign it to the next engineer, if you're not sure ask and then ask where it belongs. Just try and keep track of where certain keywords relate to certain teams etc.
After assigning it to an engineer you'd send them an email or type in chat (I forget)
Don't really need to know much except what they teach you. Don't be afraid to ask questions :). Team is really nice. If you have coding experience I automated a bit of the process with a script but it's not necessary.