Job Title

Customer Care Specialist

Contact

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Position Overview

In this role as part of our customer support team, candidate is responsible for working directly with customers, partners, and sales personnel to identify, troubleshoot, and resolve complex technical issues directly or in conjunction with our engineering team.

Responsibilities and Duties

• Provide technical support to IdF customers via telephone, Internet or other channels.
• Troubleshoot and find resolutions to complex technical problems reported by our customers.
• Deliver product fixes or patches to customers.
• Document problem solutions in company knowledge base.
• Interface with Sales, Marketing, Partners and Engineering to improve product service, design, and quality.
• Present technical concepts in a clear manner to customers through email, phone calls, and web conferencing.
• Log all support incidents so that recurring problems are reported and tracked.

Professional Qualifications

• 3+ years' professional software support experience to include 2+ years' of customer-facing technical support
• Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals.
• Ability to provide detailed descriptions of problems and features to product developers and managers, and to update descriptions, status, and information in a well-organized manner.
• Experience with some or all of the following technologies:
  • Operating Systems (Windows, Linux, Solaris, AIX, HP-UX)
  • Languages (NET, C#, XML, JAVA, JS2E, J2EE, SPML, DSML, SOAP, HTML)
  • Web/Application Servers (Apache, JBoss, OCJ4, Sun web/app Server, BEA Weblogic, IBM Websphere)
  • Directory/Databases (LDAP, CA Dir, Sun Directory, MySQL, MS SQL, Oracle, DB2, Sybase)
  • Provisioning Platforms (Oracle, SUN, IBM, SAP, Novell, CA)
  • Security Technologies (Firewalls, PKI, SSL/TLS)

Personal Characteristics

• Professional appearance and strong work attitude
• Self Initiated
• Excellent written and verbal communication skills. Ability to "listen" and empathize with the client's situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation.
• Team Player

Education

• BA/BS or equivalent experience.
• CS or Engineering degree a plus.

Compensation Package

The compensation and benefits will be both comprehensive and competitive.