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Job Information
Job title

Customer Support Engineer

Company Hall Kinion
Wage Not specified
Location United States, Washington, Bellevue
Employment type 3-6 Month Contract
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 9/16/2004
Description
Key Job Responsibilities: Reflect assignment of key functions, but does not restrict tasks that may be assigned or restrict right to assign new responsibilities to this job at any time.

1. Provide superior technical support of Our client's software products.

1. Respond to our customers' reported problems in a timely, professional manner.
2. Identify errors in our software applications; troubleshoot scenarios to provide immediate resolution using the appropriate UNIX and Oracle commands; escalate application errors to Development if necessary.
3. Recommend technical solutions as a result of strong product knowledge and overall understanding of our customers' network and their network management system.
4. Assist in customer implementation projects and upgrades.
5. Create and maintain detailed customer information that can be readily accessible by a relevant Department for future reference.
2. Respond to our client's customers within specific timeframes as outlines by the service level agreements.
1. Communicate with the customer to define the issue and provide an estimated
time of resolution.
2. Ensure all trouble tickets outlying the reported problem are correctly and
completely entered into an incident repository (DDTS or Support Works) and
acknowledged within 24 hours.
3. Respond to severity one and two pages less than 15 minutes.
4. Communicate weekly with direct customers regarding outstanding issues and
system stability.
3. Support the Lucent OEM channel per the Software Agreement for Prospect for Lucent.
Support the Lucent FOA process.
1. Support the Lucent WTSC team and the Lucent customers per the Support Agreement with Lucent.

4. Actively promote teamwork within the Customer Support team.
1. Contribute technically to the team by mentoring and sharing knowledge with
Peers while accepting peer knowledge and support.
2. Meet team commitments or renegotiate appropriately.
3. Support cross-functional team interactions and priorities.
5. Adhere to personal development plans and actively seek opportunities for advanced
technical training/knowledge.
1. Monitor quarterly and 12 month personal development goals.
2. Spend 10% of time enhancing technical/product knowledge/skills via
self-learning opportunities.
6. Optional: add additional responsibility only if this individual has a regular significant job
responsibilities outside the incumbents of the position.
Kforce SHORT ID #50514df-tc

Experience/Skills
Job Performance Factors: Performance of job responsibilities is measured against the following factors:
Productivity: Output is high relative to time and resources dedicated; successful at meeting required results; tasks/projects/commitments are completed within a time frame that enables deadlines to be met and appropriate reviews to be performed as they are refined.

Quality of work: Work meets quality standards and established professional/company guidelines; shows responsibility for quality in the way work is done and in the result; actively shows they have learned from experience and feedback.

Dependability and adherence to company values, policies, and goals: Consistently meets deadlines; adapts to work demands; conforms to established processes and policies; adheres to ethical standards of the company and the profession; respects other employees and team members; performs and behaves in a manner that contributes to the goals of the company.

Problem solving and initiative: Ma

Other desired skills:
Customer Support Engineer
This job has expired.