Technical Support Rep- IP Telephony

Immediate need for a junior to mid-level Technical Support Representative, for exciting opportunity with rapidly growing Silicon Valley based pre-IPO VOIP platform vendor. Position entails level 1/2 phone & email based technical support, fielding incoming customer calls related to support of client's IP-PBX product line, both HW & SW. Excellent opportunity for a hungry, smart person early in their career who wants the opportunity to work with an exciting technology for rapidly growing, industry leading firm in the VOIP space.

Required experience
? 1-4 years industry experience in either a help-desk, desktop support, or phone based technical support role supporting either telephony or networking products. An ideal candidate would be someone who has supported VOIP based telephony product.
? Ability & willingness to work a graveyard shift rotation (11pm to 7am), every 6 to 8 weeks for a 1 week stretch. Preference will be given to qualified candidates willing to do an exclusive graveyard shift on a full-time basis.
? Knowledge and understanding of Windows and/or Unix operating systems. VxWorks or other RTOS OS experience is a plus.
? Knowledge, understanding, and practical application of basic computer systems including disk management, file systems, memory management and related concepts.
? Experience/knowledge regarding support of Networking OR Telephony based products - Knowledge, understanding, and practical application of technologies, protocols, and related standards including layer 3 switching (OSI model), TCP/IP, Ethernet, LAN, WAN, and IP routers. On the telephony side, PBX support or working knowledge of VoIP, related protocols, and standards strongly preferred.

Required skills:
? Excellent customer service and interpersonal skills.
? Excellent troubleshooting & problem solving skills.
? Excellent verbal & written communications skills in English.
? Previous customer support and escalation experience.
? Fast learner able to come up to speed rapidly on new technologies
? Must be a team player and excellent collaborative skills

Preferred experience
? Experience working with Distributed Architectures ? A complete understanding of the technologies and protocols that are required to deploy and manage a distributed architecture e.g., numerous devices connected across an IP network.
? Experience/knowledge of Telephony Applications - Understanding of current telephony applications and the vendors that supply the applications including ACD, IVR, and CTI.


Duties include the following:
? Focus on rapid identification and resolution of customer issues.
? Provide first level support to partners and customers.
? Answer questions and perform initial triage on problem reports.
? Document each customer interaction using Siebel ticket management system.
? Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA). Providing ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
? Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support.
? Technical assistance for hardware, software and/or applications.
? Acting as a resource and teaming with those who are assigned to the customer.
? Support to those within your immediate team when necessary.
? Partnering to create and update technical documentation.
? Providing on site installation and other professional services as needed.
? Meet various SLA requirements based on measurable metrics
? Some travel may be required.
? Participate in off hours call support in a team rotation program. On call duties would be approximately once every 6 to 8 weeks on weekends. Willingness to work swing or grave is a BIG plus.
? Your background should include experience in the high tech environment, preferably in the telecommunications industry. Experience working at companies such as Cisco, Nortel, Lucent, and Aspect is considered to be a plus.

Education:
AA degree required. Bachelor?s degree preferred. Microsoft MCSE and/or CISCO certifications are considered a plus.





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