WANTED: Customer Support Engineer with SQL Skils

 

Identity Mine, Inc. is an emerging consulting and software development firm in the Pacific Northwest. We work primarily with Microsoft and other leading company's on the bleeding edge of technology that will be tomorrow's solutions. www.identitymine.com

 

No corp-to-corp
6 months + contract

 

Our Redmond-based client is looking for a Customer Support Engineer. This Team has a Customer Support staff which provides day to day support for external customers participating in pre-release programs, typically know as 'beta' programs. Currently, there are two external web sites used for this purpose. This is not a Support Analyst role, however, that of Customer Support as it is HEAVILY customer-oriented. Attention to details is absolutely key.

 

External customers email their questions and concerns about these applications and the beta programs they are participating in to two different email accounts which are monitored by the Customer Support staff. The staff determines which application the user is involved with, what their level of involvement is, and determines the best method to resolve the customer's issue. This may involve troubleshooting issues, sending canned responses, and escalating to the Administration Team as necessary. In addition, metrics need to be kept regarding the types of issues received, the application involved, and the amount of time spent on the resolution of those issues.

 

Our client's Team is seeking an experienced customer support person to provide external customer support for customers testing pre-release (beta) programs. This person will take on a variety of customer support tasks, working with a dynamic team of support administrators. The individual must be able to adjust direction in response to changing work situations, accommodate different working styles and prioritize their own work and tasks. This position offers a customer facing role, as well as frequent contact with all levels of employees.

 

The position will be responsible for:
* Reviewing incoming email from two different email boxes, determining which application the request applies to and putting the request into a appropriate queue for further action.
* Handling customer requests using a variety of internal administration tools, as directed by the Administration Team.
* Process these customer requests with utmost attention to accuracy and attention to detail.
* Managing confidential information which includes beta tester name, address, and beta program enrollment information.
* Supporting requests from customers using the external beta testing web sites.
* Troubleshooting issues using internal tools, including running scripts using Microsoft SQL Server.
* Continuing communication with customers when their issues can't be resolved immediately so customers will always be aware of the status of their request.
* Assisting in the modification and maintenance of the current tracking and archiving system to improve efficiency and the ability to track and research requests.
* Compiling metrics involving issues addressed, applications and programs involved in the requests, and time spent on those issues. Included in this would be Service Level Agreement (SLA) compliance metrics.

 

The successful candidate needs a minimum of 2-3 years demonstrated work experience supporting customers in a fast-paced environment. Additional requirements include: excellent organizational, analytical, anticipatory, and written communications skills; maintaining utmost confidentiality with sensitive and personal information; ability to make independent decisions; ability to juggle multiple tasks at once; consistently demonstrate a "can-do" attitude; solid troubleshooting and problem-solving skills; eager and able to work effectively under pressure within short time constraints, and in relatively ambiguous and complex situations. Proficiency in Office 2003, as well as current experience with Windows XP is required. Experience with SQL including understanding SQL selects, update statements, and deletes is required. Experience with database queries, particularly T-SQL queries in Microsoft SQL Server is extremely desirable.