aivea
April 17th, 2007, 11:34 PM
Min Education: Tech School
Job Type: Full Time
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Location: Seattle, WA
Job Type: Full-time
Compensation: Base Salary + Bonus + 10% Base to Retirement + Equity + Excellent Benefits
Submit Resumes To: careers@aivea.com
Major Responsibilities:
Acts as the primary technical point of contact for all customers. Provides technical support remotely through phone calls, emails and other methods of contact
Enters call details into call tracking system
Troubleshoots issues with set-up, error messages, procedures, applications, and hand held equipment. Data collects log files, error messages, reproduces steps from clients
Works to maintain accessibility to web format publications (verifies current licensing exists, login/password creation and troubleshooting, etc)
Sets up and maintains own test environment for reproducing client issues
Refers to Tier-2 or Tier-3 support as necessary, but manages Support Case until resolution/closure. May function as Tier-2 support specialist within team, depending up assigned products
Interaction with Development, Implementation, Vendor Managers and QA teams is required and through established escalation routes
Work with team to coordinate the creation and maintenance of self service support information (identify recurring cases) such as Knowledge Base articles, FAQs, etc
Offer Technical Support to Product Managers, Account Managers, etc (internal clients) as needed on conference calls
Other assignments as needed
Must Haves:
Minimum 2-4 years Technical Support/Help Desk experience
Must be flexible, able to function in high-stress situations
Very strong work ethic that demonstrates a what ever it takes to get the job done attitude
Service oriented, collaborative approach to internal customer and peer relationships
Strong interpersonal, verbal and written communication skills
Experience troubleshooting environments via telephone, pcAnywhere, LapLink, VNC, etc
A proven ability to properly handle customer support escalations. Exercises ownership of all assigned Support Cases even through escalation tracks
Demonstrates the ability to respond actively, sensitively, and a appropriately to the needs of customers
Ability to use discretion when dealing with client information
Conformity to established/formal peer review processes
Strong technical documentation skills
Demonstrate accurate/logical problem solving skills
Ability to read and analyze event logs, setup logs, application logs
Write technical content for editors for Knowledge Base article building; sometimes can function as author in certain projects
Willingness to participate in a 24x7 on-call rotation
Self-Starter, capable of performing Support tasks without continuous supervision
Ability to create step-by-step instructions for replicating issues
Ability to meet deadlines despite multiple and conflicting priorities and constructively adapt to change
Ability to assist others as they define, isolate, analyze, and comprehend complex issues, and guide them to creatively and systematically employ all available resources
Willingness to be the best; has a drive for knowledge
Possibly work with implementations remotely or on-site as needed
Ability to create effective reports and presentations. Good presentation skills with peers, management and clients
Must be a strong team player and committed to the success of the group
Nice to Have:
Citrix deployment and troubleshooting
Familiarity with Salesforce
Experience with remote troubleshooting via WebEx
Previous medical industry support environment
SQL and/or Oracle experience and troubleshooting highly desired
Crystal Reports experience
Working knowledge of various Operating Systems
4 year degree
Aivea Corporation
3075 SW 234th Ave.
Suite 110
Hillsboro, OR 97123
Fax: 503-214-8164
Phone: 503-649-1884
Job Type: Full Time
Email this job to a friend
Location: Seattle, WA
Job Type: Full-time
Compensation: Base Salary + Bonus + 10% Base to Retirement + Equity + Excellent Benefits
Submit Resumes To: careers@aivea.com
Major Responsibilities:
Acts as the primary technical point of contact for all customers. Provides technical support remotely through phone calls, emails and other methods of contact
Enters call details into call tracking system
Troubleshoots issues with set-up, error messages, procedures, applications, and hand held equipment. Data collects log files, error messages, reproduces steps from clients
Works to maintain accessibility to web format publications (verifies current licensing exists, login/password creation and troubleshooting, etc)
Sets up and maintains own test environment for reproducing client issues
Refers to Tier-2 or Tier-3 support as necessary, but manages Support Case until resolution/closure. May function as Tier-2 support specialist within team, depending up assigned products
Interaction with Development, Implementation, Vendor Managers and QA teams is required and through established escalation routes
Work with team to coordinate the creation and maintenance of self service support information (identify recurring cases) such as Knowledge Base articles, FAQs, etc
Offer Technical Support to Product Managers, Account Managers, etc (internal clients) as needed on conference calls
Other assignments as needed
Must Haves:
Minimum 2-4 years Technical Support/Help Desk experience
Must be flexible, able to function in high-stress situations
Very strong work ethic that demonstrates a what ever it takes to get the job done attitude
Service oriented, collaborative approach to internal customer and peer relationships
Strong interpersonal, verbal and written communication skills
Experience troubleshooting environments via telephone, pcAnywhere, LapLink, VNC, etc
A proven ability to properly handle customer support escalations. Exercises ownership of all assigned Support Cases even through escalation tracks
Demonstrates the ability to respond actively, sensitively, and a appropriately to the needs of customers
Ability to use discretion when dealing with client information
Conformity to established/formal peer review processes
Strong technical documentation skills
Demonstrate accurate/logical problem solving skills
Ability to read and analyze event logs, setup logs, application logs
Write technical content for editors for Knowledge Base article building; sometimes can function as author in certain projects
Willingness to participate in a 24x7 on-call rotation
Self-Starter, capable of performing Support tasks without continuous supervision
Ability to create step-by-step instructions for replicating issues
Ability to meet deadlines despite multiple and conflicting priorities and constructively adapt to change
Ability to assist others as they define, isolate, analyze, and comprehend complex issues, and guide them to creatively and systematically employ all available resources
Willingness to be the best; has a drive for knowledge
Possibly work with implementations remotely or on-site as needed
Ability to create effective reports and presentations. Good presentation skills with peers, management and clients
Must be a strong team player and committed to the success of the group
Nice to Have:
Citrix deployment and troubleshooting
Familiarity with Salesforce
Experience with remote troubleshooting via WebEx
Previous medical industry support environment
SQL and/or Oracle experience and troubleshooting highly desired
Crystal Reports experience
Working knowledge of various Operating Systems
4 year degree
Aivea Corporation
3075 SW 234th Ave.
Suite 110
Hillsboro, OR 97123
Fax: 503-214-8164
Phone: 503-649-1884