Tech Support Spec I

Technical Support Specialist I - APAC, Responsible for providing technical support to customers, answering moderately complex questions on function and usage of product via the telephone and/or electronic format. This position is with the L2 Desktop Software Support team, supporting our Asia-Pacific (APAC) customer base on TrustedLink Windows, Inovisworks, OnRamp, VSO and BizConnect. There will be opportunities to support other solutions that fall into this team's area of responsibility. The support hours for this shift will be 4PM PST to 1AM PST to align with the APAC hours of business. This work shift does come with a “Shift Premium�. Because of the working hours, the position is potentially better suited for our Concord, CA location, however, this position is also open for the Alpharetta, GA location. The Language requirement is English, however the ability to speak Mandarin Chinese is also preferred.Requirements: • Communication Strong ability to communicate and troubleshoot with both a technical and non-technical audience. • Written Skills Possess excellent written communication skills: Ability to document effectively in the Inovis case tracking system in a succinct and clear way so others within the organization understands the issue for follow through and resolve.• Oral Skills Possess professional oral communication skills: Ability to articulate clearly, succinctly, and use good active listening skills with customers. Note: Foreign language capabilities a plus. • Problem-solving and resolution Extensive ability to troubleshoot production software issues, solve problems and make decisions under conditions of uncertainty and time pressure, reflecting factual information and considering available resources. • Analysis Ability to effectively diagnose, evaluate, prioritize and route issues reported.• Experience working with at least one major CRM tool providing case documentation, communication and escalation support.• Possesses strong technical knowledge of Microsoft Windows - 2000, 2003, XP, Client or Server, Oracle, Microsoft SQL RDBMS.• Experience preferred working with Data Translation software supporting data mapping and transformation processes. • Understanding of structure and experience working with at least one Data Format: (XML, XSLT, EDI, X12, EDIFACT, TRADACOMMS, ODETTE, Flat File, UCCNET, Rosettanet, CIDX)• Understanding in principles and implementation of the following Communication Protocol’s: (E-mail (AS1), Http (AS2), FTPS (AS3), SMTP, SSL, ebXML, IMAP, JMS, BSC, Async, PGP, NAESB, VPN) • Strong or Extensive understanding in principles of Application Servers, Apache, Tomcat, BEA Weblogic, IBM Websphere, JBoss, IIS • Strong understanding working with at least one major development/programming language (COBOL, C++, JAVA Script, PERL Script, VB Script, Shell Script) • Strong or Extensive understanding working with at least one major ERP: (SAP /R3, BAAN, JDE, PeopleSoft, Oracle Financials)

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