Technical Support Specialist - (US-WA-Seattle)

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: [email protected]
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