Arlington Categories:
GSO-CSO-004-10-28-09 Customer Support Representative, Tier 2 Plateau Systems
THIS JOB HAS EXPIRED
Description:Plateau is seeking a Customer Support Representative Tier 2 (CSR2) to be the initial point of contact for all customer inquiries. The inquiries will include, but not be limited to, functionality issues, implementation issues, technical problems within the scope of the application and general questions about the Plateau suite of applications. The CSR2 should be able to troubleshoot a clients issue using both their experience with the product and standard operating procedure. The goal is to resolve an issue in as few contacts as possible. The CSR2 should have the capability to document, report and escalate issues and be able to work with other departments within the company to resolve client issues. The Analyst is the primary source of information for the client. The CSR2 is responsible for maintaining the communication when resolving client issues or working on internal issues. The CSR2 position is the second in a series of 3 CSO positions; career progression would be to the CSR3 position. The CSR2 position reports to the CSO Operations Manager.
The CSR2 will be expected to assist in the creation/maintenance of standard operating procedures. In addition, the analyst will be expected to share experiences by assisting with the training of newly hired personnel. This position requires basic knowledge of enterprise-level applications, Database implementations and networks and will need the knowledge of how to effectively use experience and standard operating procedure to troubleshoot a client issue. The candidate must be able to communicate effectively with both internal clients and external clients. The candidate must also be able to work independently with minimal supervision.
Job Duties include:
o Provides telephone support for both application usage and technical issues
o Effectively troubleshoot customer problems to identify issues and defects
o Provides web-based and email-based support
o Uses CRM software to track internal and external customer interactions
o Facilitates communication of product and company information to the client
o Coordinates with other departments to identify defects and resolve issues
o Installs and configures test environments
o Assists with the testing and tracking of software releases
o Assist in product testing
o Assume other duties as assigned
o Troubleshoot migration problems
Additional Functions:
o Maintain Test environment (hardware and software)
o Maintain Evaluation Site (hardware and software)
o Maintain FTP Site (hardware and software)
o Test and define installation best practices
o Maintains client records and maintenance records
o Perform product installs
o Represents the company at trade shows, conferences, seminars and recruitment activities
o Create, post and distribute proactive communications as needed
o Troubleshoot 3rd party application configuration problems
o Administer and Update CRM software
o Administer, develop, and update support web site
Required Qualifications:
o Superior communication skills both written and verbal
o Three (3) years in progressively responsible customer support positions, preferable in support of larger, enterprise-level applications
o Degree in Computer Science or Information Management, Vendor certifications (MSCE, Oracle DBA, etc.) or equivalent experience
o Promote and maintain a high quality, professional, service oriented company image
o Two (2) or more years performing any or all of the following:
+ Troubleshooting issues using SQL Query language
+ Good understanding of the fundamentals of RDBMS (Oracle, MySQL, PostgreSQL, SQL Server, etc.)
+ Network installation and troubleshooting
+ Support of large or enterprise-level applications
+ Experience in the use and configuration of Application Servers (Weblogic, WebSphere, Oracle AS, JBoss, etc)
+ Experience in the use and configuration of Web Servers (IIS, Apache, etc)
Preferred Qualifications:
o Three (3) or more years experience working in a direct-contact inbound call center
o Experience with at least one major CRM application (Siebel, Remedy, Clarify, etc.) and on major ACD system (Nortel, Lucent, 3Com, etc.)
o Experience developing Java and J2EE applications
o Good understanding of JSPs, Servlets and EJBs and ability to troubleshoot production issues
o Exposure to or knowledge of database development and administration tools such as TOAD, SQL Navigator, SQL Developer, etc.
o Exposure or experience reading Object Oriented code (C++, Java, etc.)
o Ability to pass and hold a security clearance (US Citizen)
| Location: | 4401 Wilson Boulevard Suite 400 Arlington, VA 22203 United States |
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THIS JOB HAS EXPIRED
Plateau Systems
Investors: EuclidSR Partners, Morgan Stanley Venture PartnersAll Jobs: at Plateau Systems
| Web Site: | www.plateau.com |
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| Headquarters: | 4401 Wilson Boulevard Suite 400 Arlington, VA 22203 United States |
| Industry: | Consumer Products and Services |
