[wplug-jobs] Technical Support Specialist

[sandra at hiredemand.com]

Interested applicants, please, send your resume to sandra at hiredemand.com.

Salary Range: $40 - $60K PLUS Benefits

Description:
The Technical Support Specialist Tier 1 (TSS1) position is responsible for
providing Tier 1 technical support via phone, email, and web for Client’s
customers.  This will be a hands-on position in the Technical Support
Center (TSC) that will interface with customers, Engineering, Product
Management, and Sales departments.  The position is responsible for
problem analysis, documentation, resolution and escalation involving
Client supported products.

Duties and Responsibilities:
* Provide prompt and courteous technical support to customers via phone
and e-mail.
* Assist with all facets of Technical Support by helping to identify
customer issues by isolating and resolving the issue or by proper
escalation.
* Troubleshoot the customers support request using the available tools and
resources while following the appropriate processes and procedures.
* Provide proper diagnosis and resolution to the customer.
* Keep accurate notes and details on customer support requests.
* Communicate with staff members regarding current/ongoing issues.
* Be available to work either a second or third shift and participate in a
rotating on-call list in order to provide 24x7 support.
* Participate in the creation and maintenance troubleshooting and testing
procedures.
* Participate in the creation and maintenance of training materials and
documentation for technical support staff.
* Document software problem defects for review and corrective action.
* Meet with internal teams to provide the customer's perspective on our
products and services.
* Teach periodic classes to other members on technologies and processes
learned.
* Be available to travel to customer sites as needed (<15%).
* Handle miscellaneous duties and responsibilities as defined by management.

Requirements:
* College degree or equivalent work experience.
* One to three years hands-on technical experience where knowledge of
networking fundamentals (e.g. TCP/IP, FTP, DHCP, Telnet, routing, and
client/server computing) was demonstrated.
* Beginning to intermediate knowledge of operating systems (e.g. Microsoft
Windows, Linux).
* Beginning to intermediate knowledge of relational databases.
* Understanding of Internet application technologies including:  HTML,
XML, and Internet application architectures based upon Java technology.
* Possess excellent written and verbal communication skills.
* A motivated self-starter with an ability to work unsupervised.
Must obtain CWNA (Certified Wireless Network Administrator) certification
or equivalent within first year of employment.

Pluses:
* Posses a general knowledge of distribution logistics including
case-picking, piece-picking, cross-docking, cycle-counting and similar
related processes and applications used in a warehouse environment.
* Beginning to intermediate knowledge of programming or scripting languages.
* On-site customer support experience including experience managing
multiple, complex projects from start to completion.