We are helping one of our Key Direct Client which is a Fortune 150 firm find a "Technical Support Engineer"
Please send me an updated resume in Word to"shveta@parkcom.com" and call me at 510-353-1700*227 for this Urgent Direct Client W2 position in the Mountain View, CA
Job Title:- Tech Support Analyst
Duties:
• To deliver excellent customer service in order to resolve customer concerns and retain customers.
• You will be dealing directly with VeriSign´s customers (webmasters, technical contacts) who use our malware monitoring services.
• Your role will be to ensure that their customer experience is top-notch by answering any questions or resolving any problems that our customers report.
• You may need to work with technical support engineers to resolve some issues reported by customers.
• You will be communicating via support tickets, email, phone, and IM.
• Receive inbound customer emails/calls and place outbound follow up emails/calls during scheduled hours, providing an excellent customer experience at all times
• Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
• Use all proprietary database, web and telephony tools effectively, reporting faults to helpdesk or supervisors as soon as they occur
• Remain fully aware of the availability of all aspects of the malware monitoring product so that every opportunity to meet our customer´s needs is taken
• Arrive to work on time, have no unauthorized absences, and ensure accurate recording of time-sheet information
Skills
• Basic knowledge of HTML, JavaScript, PHP and other coding language
- Basic understanding of Internet principles, terminology and functionality
- Familiarity with UNIX script commands, website/web server administration a strong plus
• Customer-facing experience (you have dealt with customers directly, and you are a "people-person" who knows how to talk to clients)
• + Ability to think on your feet – good problem-solving skills
• Certifications are a plus (i.e. CISSP, MCSE, CCNA)
• 0 - 2 years technical support or IT experience interfacing with external clients
• Advanced knowledge of Microsoft Windows XP,Vista,7; Server 2003,2008
• Basic understanding of networking protocols and devices, Web servers and VPN
• Must display Values (Innovation, Action, Customer driven, Trust) in actions and work
• Posses a positive attitude and outlook
• Customer-focused and can demonstrate mastery of customer service skills
• Strong problem solving and analytical skills
• Ability to multi-task
• Quickly adapt to new technology and terminology
• Ability to work individually as well as in a team environment
• Be proactive, self-directed, detailed and organized in order to take lead of any situation
• Excellent English written and oral communication, additional language(s) a plus
Education:
• Minimum of a BS in Computer Science, related technical degree, or equivalent work experience
Location:- Mountain View, CA
Duration:- 6+ Months
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