SOFTWARE SUPPORT ANALYST (POST SALES) Netformx
THIS JOB HAS EXPIRED COMPANY OVERVIEW
Netformx is the leader in collaborative requirements-to-order software solutions for enterprise technology. Our software suite includes discovery, design, validation and quoting/proposal generation. Netformx?s customers include service providers, systems integrators and equipment vendors who rely on the company?s award-winning solutions to create and sell the information, communications, and technology solutions that power business.
At Netformx, we believe that motivated and talented people are the key to delivering global capability with personal accountability. That's why we're committed to the empowering exchange of ideas in an inclusive, forward-thinking environment.
Netformx has over 2,680 customers in more than 144 countries. Customers include AT&T, Belgacom, Bell Canada, CDW, CenturyLink, Cisco, Dimension Data, HP, Juniper, Orange Business Services, Sprint, Swisscom, Telstra, and Verizon. The Netformx KnowledgeBase? is the only comprehensive multi-vendor content library for technology products, including specifications, validation rules, pricing, ordering information, and discovery mappings from top technology suppliers including Cisco, HP, Juniper, Brocade, Avaya, Adtran, APC, Belden, Plantronics, Polycom, and TrippLite. Netformx is headquartered in San Jose, California and has a development team in Israel.
Netformx is headquartered in San Jose, California and has a development team in Israel.
This is not an IT job.
This position requires discipline and flexibility to adjust to changing priorities, projects, teams and responsibilities. We're looking for individuals with a strong desire to be part of a team that strives for team success and derives great satisfaction from team wins.
Successful candidate will possess solid Microsoft Windows desktop application troubleshooting skills and a drive to deliver customer satisfaction.
Provide front line and second level technical support to end users via telephone, email and web conference
Work with developers to identify and resolve more complicated problems
Manage cases and their tracking/reporting to satisfy SLAs
Log all Support activities in ticketing systems for tracking and knowledge sharing
Document solutions for frequent issues and edit/update existing solutions
Become a Subject Matter Expert with Netformx solutions and serve as the internal knowledge resource for other team members
Act as lead and escalation point of contact during shift times
Mentor and coach to less senior Support Analysts
Minimum 2 years in Technical Support role handling external customers
Strong, up to date, Microsoft Windows desktop application (2000, XP, Vista) troubleshooting skills foundation
Strong written and verbal communication skills
Associate or Bachelor?s degree in technical field or equivalent work experience
General knowledge of networking systems
Proven analytical skills in a fast paced support environment
Able to successfully prioritize and work with multiple open support tickets
Experience supporting customer via phone, email and various Instant Messenger programs.
Be eager to learn and lead by taking action every day
Enjoy the challenge of a fast paced, roll up your sleeves culture of innovation
Familiarity with Salesforce.com metrics and dashboards. Ability to run reports and provide case metrics
Familiarity with networking technologies and protocols including networking security, VoIP and SNMP
San Jose, California
This position is not open for recruiters.
This position is not open for relocation.
HOURS - alternating schedule
From 8 a.m. ? 5 p.m. (M-F) every other week
From 1 p.m. ? 10 p.m. (M-F) other weeks
On-call mandatory rotation.
||275 Saratoga Avenue |
Santa Clara, CA 95070
THIS JOB HAS EXPIRED