Technical Support Engineer
Sepialine, the leader in the cost recovery specializing in print, copy, scan and fax tracking solutions is seeking a technical support representative. Sepialine is a profitable, privately-held company based in the financial district of San Francisco and is the supplier of the award winning Sepialine Cost Recovery suite.
Position Overview
The Technical Support Representative provides telephone, e-mail, and remote desktop support to customers and contributes to improving all Sepialine products. The representative focuses beyond immediate problem solving and looks for opportunities to educate the customer about the company's products and will also be instrumental in creating, and maintaining documentation, process standards, and service levels. The successful candidate must thrive in a fun, fast paced, sometimes stressful working environment.
Qualifications & Training:
• Solid working experience with the Microsoft Windows OS product line and Macintosh Operating Systems Databases, in particular Microsoft SQL Server, Novell, UNIX & LINUX experience a plus
• Customer service experience desired, technical phone support experience preferred
• Must have excellent customer service skills and possess a clear, understandable phone manner and a service-oriented attitude. Excellent interpersonal skills and an enthusiasm for helping customers
• Must have the ability to learn quickly and adapt to changing environments without sacrificing customer satisfaction or performance quality and have the ability to maintain composure in stressful situations
• Must have excellent writing and communication skills
• Must be available to travel to customer sites both nation-wide and world-wide
• Must live within the San Francisco Bay Area
• The Technical Support Representative will take part in documentation writing, which includes knowledgebase articles, online tutorials, FAQs, information for both public and internal use.
Essential Duties:
• Answer technical support calls and reply to e-mail during assigned work hours. Provide excellent customer support and proactive follow up when appropriate
• Responsible for identifying possible product defects and following proper escalation procedures
• Research, investigate, and evaluate problems, solutions, new hardware and software products. Learn new systems, hardware, and software as needed
• Report to work on time on a consistent basis
Application Instructions:
Please send a brief cover letter, your resume and salary requirement to jobs@sepialine.com. No phone calls, please. We are not accepting any solicitations from agencies or consulting firms.
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