Technical Customer Support Specialist
Company is looking for a Technical Support Specialist to provide world class support for our web-based and content delivery products in the UK and Europe. You will be interacting with customers, sales representatives, developers and other internal users to answer questions and resolve issues. This telecommute position is specifically to support users during regular business hours (0900-1700) UK time (GMT); you must be willing to work these hours.
Candidate's responsibilities include:
- Respond to and resolve all incoming Customer Support requests in a timely manner; via phone and email.
- Collaborate with the local Palo Alto Customer Support team and the Technical Account Managers on a daily basis.
- Document trends, issues and report them to the Customer Support Manager.
Ideal candidate must have the following skills:
- Get-It-Done attitude
- At least 3 years of level I/II support in an internet-based call center and/or email environment
- Experience with technical aspects of websites, browsers and the Internet protocols related to them (TCP/IP, HTTP, HTTPS, SSL)
- Experience with web API functionality (Java servlets, ASP, XML)
- Ability to work well with different knowledge levels of internet customers, from novice to experienced.
- Strong verbal/written communication skills
- Proficient with Adobe Acrobat, Microsoft Office applications, and web browsers (Internet Explorer, Firefox, Safari mainly)
- Practical experience with both Windows (XP/Vista a must) AND Macintosh (OS X) operating systems.
- Self-motivated multi-tasker, well developed personal organization, proven detail-oriented problem solver who follows through to completion
- Able to work independently in a fast paced environment
Bonus skills:
- Database experience (FileMaker/Oracle, SQL)
- Staff experience with an academic/public/special library
- MARC cataloging experience
- Bi/Multi-lingual
- Basic UNIX skills
Location: Work from home
Compensation: TBD
Employer Posted:Tuesday, November 03, 2009