[wplug-jobs] Location: Pittsburgh, PA -- (Technical Support Specialist)

[sandra at hiredemand.com]

My apologies, this position is located in PITTSBURGH, PENNSYLVANIA.


> 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.
>
>