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Job Information
Job title

Production Support, Product Provisioning - 2233

Company Primus Software Corporation
Wage between $0.00 - $0.00 Annually
Location United States, Georgia, Alpharetta
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 7/1/2009
Description
SUMMARY OF POSITION:
This position provides second and third tier technical support and resolution of internal and external customers/users on auto and manual provisioning application problems involving any combination of the four primary products – Wireless, Digital Video, Digital Voice and/or High Speed Internet. This position also troubleshoots and restores technical service and equipment issues by analyzing, identifying, and diagnosing faults and symptoms using established processes, scripts, and procedures; helps identify and analyze problem causes, patterns, and trends; recommends corrective action where appropriate.

POSITION RESPONSIBILITIES:
1. Provides second-tier technical support and resolution of internal and external customers/users on auto-provisioning application problems;
2. Troubleshoots and restores technical service and equipment issues by analyzing, identifying, and diagnosing faults and symptoms using established processes, scripts, and procedures; helps identify and analyze problem causes, patterns, and trends; recommends corrective action where appropriate;
3. Performs data analysis using appropriate tools and system transactions to support recommendations;
4. Simulates or recreates user problems to resolve operating difficulties; recommends system modifications to reduce user problems;
5. Logs all incoming calls into problem-management database and help-desk systems; follows established procedures to document problems and recommends modifications to procedures as required;
6. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems;
7. Identifies customer concerns and resolves or escalates customer issues expediently and accurately within documented timeframes;

Hire Details:
qualities that could be good fits for this entry-level position include: - high energy - Analytical & Technical background - Recent college degree preferred - Interested in entry-level opportunity with potential 3rd or weekend shift

Required Skills:
QUALIFICATIONS:
1. Typically requires BS/BA or Associates degree in related discipline.
2. Certification may be required in some areas; generally 0 – 2 years of experience in related field and generally 0 – 1 year of experience in related field.
3. Ability to work with various teams, including internal and external customers and vendors.
4. High level of customer service focus required.
5. 2 years Telephone, Wireless, Data and/or Video Engineering experiencedf-tc

Experience/Skills
See Above

Other desired skills:
Production Support, Product Provisioning - 2233

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