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Job Information
Job title

Technica Support - SNAP -

Company At-Tech
Wage between $0.00 - $0.00 Hourly
Location United States, California, San Diego
Employment type Temporary
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 7/1/2009
Description
Snap Product Support Representative II

Job Description Summary The Technical Support Representative II provides telephone and e-mail technical support to customers and contributes to improving all Snap server software and hardware products as a primary and other COMPANY Tape and disk products as a backup.

This Technical Support representative focuses beyond immediate problem solving and looks for opportunities to enhance the company's products, user self-sufficiency and satisfaction. As part of the technical support team, this position will also be instrumental in creating, handling and maintaining documentation, process standards, and service levels.

Qualifications & Training
2+ years of solid working experience with UNIX or LINUX, Windows 98/2000/2003, XP, ME and NT Operating Systems. Macintosh and Active Directory knowledge a plus
Proficient working in a command line shell in Windows and LINUX, shell scripting ability a plus.
Familiarity with various backup software packages and agent installation/management.
Must be familiar with common Internet protocols including: TCP/IP, HTTP, SSH, FTP, Telnet, SMB, NFS.
Experience with multiple device types, network devices, disk drives and other hardware devices.
Demonstrate understanding of file sharing protocols and security management in Windows & UNIX.
Understanding of RAID, NAS and SAN technologies.
Previous experience troubleshooting networking hardware and software.
Excellent, proven customer service and interpersonal skills.
Possesses a clear, understandable phone manner with a service-oriented attitude.
Ability to adapt to changing environments without sacrificing customer satisfaction or quality of performance.
Advocate customer issues within Tech Support to improve products, service and efficiency.
Excellent writing and communication skills.
Ability to maintain composure in stressful situations.
Bachelor's degree or equivalent experience.

Essential Duties
Respond to technical support inquiries during assigned work hours.
Responsible for following proper escalation procedures when appropriate.
Research, investigate, and evaluate problems, solutions, for appropriate hardware and software products for new issues or issues escalated from Level 1 technicians.
Learn new systems, hardware, and software in a self-directed method as needed.
Participate and contribute to department training sessions resulting in increased technical support proficiency to customers.
Contribute with documentation writing, which include knowledgebase articles, online tutorials, FAQs, device information for both public and internal use.
Provide feedback on customer experience, feature requests, product defects, online support tools, interface with engineering team and product management through company-designated systems.
Escalation level knowledge of SNAP products to either guide lower lever support representatives or assume responsibility of driving issues to closure direct with customer.
As requested, help with customer service contacts as directed by a department supervisor or manager.
Meet goals and objectives of the department.
Proactively communicate with the Technical Support Managers and Director of Technical Support.
Provide customers with World-Class Technical Phone Support and proactive follow up on a daily basis.
Provide after-hours support on an as needed basis.
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Experience/Skills
Contact: GIAO 1.800.278.2925 for further info.
Send MS Word resume ATTN: GIAO gnguyen@at-

Other desired skills:
Contact: GIAO 1.800.278.2925 for further info.Send MS Word resume ATTN: GIAO gnguyen@at-
This job has expired.
 
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