Please direct your responses to: careers@recommind.com
We have an immediate opening for a Technical Support Analyst in our San Francisco headquarters. The Technical Support Analyst is responsible for telephone, email, and occasional onsite technical support for Recommind's clients The support Analyst needs to have strong technical and customer service skills to solve a variety of challenging and unique problems while being part of a rapidly growing organization. Flexibility to work extended hours and have a shortened work week.
Primary Responsibilities
•Respond to online and phone support requests
•Gathering information for analysis, carrying out the necessary research and proposing resolutions or workarounds
•Solving wide array of technical and workflow issues
•Troubleshooting software issues at OS and application level
•Interfacing with engineering, product management and professional services when necessary
•Monitor and track all support calls and provides status updates using Recommind's ticketing system
•Documentation of processes and solutions to enable team collaborations
•Ability to handle multiple tasks under challenging conditions and work as a team player •Position is full time in San Francisco
•Off hour and weekend coverage required
Technical Skills & Experience
•Industry experience in technical support or QA is preferred
•Knowledge of Web UI design - XML, XSLT, DHTML, CSS, Javascript
•Knowledge of Java, HTTP, Tomcat, Ruby
•Strong troubleshooting skills and a passion for problem solving
•Customer focus and service orientation
•Ability to multi-task, prioritize and work under pressure within tight timeframes
•Ability to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative and judgment calls are necessary
•Ability to communicate courteously and effectively with customers
•Good working knowledge of Windows systems including SharePoint, Active Directory, IIS, Exchange
•Familiarity with document management systems (e.g. iManage, OpenText DM, Lotus Notes)
•Previous experience in eDiscovery, search technology, or software support
Education
•BA/BS degree required (CS/MIS preferred)
We offer: A great opportunity to get involved with a high-growth company and be a major contributor to its success. Compensation includes base salary and benefits including: medical, dental, vision and 401K.
Interested parties should contact careers@recommind.com and visit our website at www.recommind.com
Recommind is an equal opportunity employer.
Recommind, Inc. is the leader in predictive information management and analysis software, delivering search-powered business applications that transform the way organizations find, manage, analyse and act on information. Recommind's solutions are all built on the CORE platform, which automatically accesses, organizes and analyzes large volumes of information in context from myriad sources. Recommind customers include AstraZeneca, BMW, Cisco, Clifford Chance, Marathon Oil, Morgan Lewis, US Department of Energy (DOE), White & Case and Wilmer Hale. Recommind is headquartered in San Francisco and has offices in Boston, London, Sydney and Bonn, Germany. For more information go to www.recommind.com
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