Level 1 Technical Support Specialist

Skills Required
Windows operating system/networking knowledge – be familiar with all versions of MS Windows from 98SE through 2003 as well as basic networking such as Mapped Drives. Working knowledge of relational databases a strong plus like MySQL and MSSQL. Great problem solving skills, excellent written and oral communication skills, strong customer service experience, ability to prioritize, self motivated, manage time effectively.

Job Description
The Technical Support Specialist is responsible for providing advanced technical support for Intronis’ eSureIT online backup services.  This position will interact with customers via phone/email and resolve issues using a variety of internal tools as well as working to create and enhance new tools. A successful candidate should be able to resolve issues from our customers and partners as well as escalations from our internal Management and Sales Teams.

The Technical Support Specialist is also responsible for tracking and ensuring that service levels are maintained between Tier 1, Tier 2 and Engineering Teams.  Technical Support Specialists will also be tasked with creating technical solutions to customer issues while identifying and troubleshooting root causes with the Engineering Team. In addition, Technical Support Specialists will also act as the customer point of contact on all issues through resolution.

What you'll be doing

· Provide advanced technical support for Intronis products, services, customers and partners by using existing internal tools or by building new tools

· Partner with Engineering Team to triage issues  and champion customer escalations to ensure timely resolutions

· Assist with developing training materials for our internal teams

· Monitor and track all escalations that are not resolved on first contact

· Coordinate and resolve escalations from our internal customers, Executives and Sales via both phone and email

· Manage queues to the agreed upon service level with Tier 1 and our Engineering Team

· Create and monitor all bugs associated with escalated customer issues

· Work closely with Engineering Team, Sales and Directors to resolve complex issues, report trends, determine technical fixes and assist with new product introductions as appropriate

· Contact escalated customers via phone when issues cannot be resolved through email correspondence

What you must have to qualify

· Windows operating system/networking knowledge – be familiar with all versions of MS Windows from 98SE through 2003 as well as basic networking such as Mapped Drives.

· Working knowledge of relational databases a strong plus like MySQL and MSSQL.

· 1-2 years experience working within a technical support team supporting complex, data-intensive products

· Advanced experience summarizing and consolidating complex information provided from various sources.

· Ability to troubleshoot various customer technical issues using remote access

· Excellent written and oral communication skills – you must feel comfortable interacting with customers via phone and email and sharing ideas with the rest of the staff.

· Linux knowledge a plus but not required.

· Advanced experience working effectively with minimal supervision and demonstrating initiative in problem identification, analysis and resolution.

· Proven ability to work independently and as part of a team in a fast-paced environment

What's in it for youGreat compensation package Comprehensive benefitsTremendous Growth Potential!Fun and exciting work environmentAll the Coffee and Soda you can drink

 

If you are interested in working with us, please send a cover letter and your resume to jobs@intronis.com .

Must be authorized to work in the United States on a full-time basis for any employer.