Technical Support Specialist |
| April 18, 2012 - July 04, 2012 |
| Location: | Draper, UT |
| Salary Range: | Negotiable |
| Exempt/Non-Exempt: | Non-Exempt |
| Employment Type: | Full Time |
| Department: | PS Technical Support |
| Description: | People Come First at StorageCraft! StorageCraft is looking for a Technical Support Specialist to provide technical assistance and support to our Enterprise IT customers. We are looking to hire or promote a candidate that proactively resolves customer concerns and issues. We need someone with solid technical aptitude that knows operating systems and can help computer IT experts resolve backup, storage and recovery concerns in a timely manner over the phone.
The Technical Support Specialist provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. This position is a primary support liaison between company and customer providing quality technical support. Technical Support Specialists have excellent communication skills, and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while always thinking about how they could improve the customer experience. As a Technical Support Specialist you are expected to pro-actively assist the Team in driving key initiatives and ensuring the long-term success of our customers and the company.
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| Duties: | Provide technical assistance and support to our Enterprise IT customers.
Ensuring all incidents received by the Support Center are tracked, escalated, and resolved in line with internal support procedures.
Resolve clients' questions or problems in the areas of system configurations/setup, product functionality and bugs/enhancements
Responsible for identifying and documenting product defects for review and validation
Serve as primary support liaison between company and customer
Keep customer informed of how and when problems are resolved
Involved in any additional follow up, testing and troubleshooting
Maintain a high level of customer satisfaction which is measured on a regular basis
Develop and share knowledge about the software
Write knowledgebase articles and whitepapers to address common customer questions and issues
May perform other job duties as directed by supervisor
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| Qualifications: | Two+ years technical support/troubleshooting experience within the computer industry
Two+ years of Phone Support Experience
Computer, Network, and Software certifications a plus
Backup and Recovery experience
Excellent time management, decision making, prioritization and organization skills
Working knowledge of networking protocols (TCP/IP), networking infrastructure and FTP technologies
Working knowledge of antivirus and firewall solutions
Good understanding of PC imaging and OS Migration technologies; Windows PE
Familiarity with VMware, Hyper-V, ESXi and XEN server virtual environments
Working knowledge of all Microsoft Windows operating systems and server platforms
Proven technical aptitude, proven customer service aptitude
Familiar with Customer Management Systems such as Salesforce, Microsoft CRM
Professional written & oral communication skills
Strong deductive logic, decision making & analytical skills
High level of personal initiative and professionalism
Education:
B.S. Degree: Technical Field or related field or equivalent experience preferred.
Success Metrics
Close support cases in a timely manner with superior customer satisfaction
Physical Requirements:
Dexterity and ability to sit for long periods of time
Benefits:
StorageCraft offers a comprehensive suite of employee benefits that include, medical, dental, vision, $250 HRA, flexible spending account, $50,000 life insurance, LTD, a company match 401 (k) plan and a fun culture!
Schedule:
M-F, 8am-5pm, flexibility required-schedule may change according to company needs.
We are looking to hire employees with good CHARACTER, who are proven PERFORMERS that value hard work and are engaged in their areas of expertise. Our core values of passion, creativity and agility have enabled us to grow strategically and consistently.
StorageCraft Technology Corporation provides innovative and award-winning disk-based backup, disaster recovery, data protection and system migration solutions. StorageCraft solutions complement products such as VMware, Microsoft Hyper-V, Oracle VirtualBox, Xen and other virtualization products for fast and reliable disaster recovery and system migration. ShadowProtect provides hardware independent restore (HIR) for fast and reliable disaster recovery to the same system, dissimilar hardware or to and from virtual environments P2P, P2V, V2P, V2V.
If you are interested in joining our team, then send us your resume, COVER LETTER and application by visiting our website at www.storagecraft.com, click on company information then jobs and careers.
StorageCraft is an Equal Opportunity Employer
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