Technical Support Analyst DeviceAnywhere
THIS JOB HAS EXPIRED Overview:
Keynote Systems, Inc. is the global leader in Internet and mobile cloud monitoring. We provide companies with solutions for continuously improving the online experience. Our testing, monitoring and measurement products and services are used by a variety of enterprises such as online portals, e-commerce sites, B2B sites, mobile operators and mobile infrastructure providers. With Keynote, companies know precisely how their Web sites, content, and applications perform on actual browsers, networks, and mobile devices. We have an immediate opening for a Technical Support Analyst in our San Mateo, California headquarters.
Since the dawn of the Internet, Keynote Systems (NASDAQ:KEYN) has been in the business of helping our customers improve their Web site performance and mobile communications quality. Founded in 1995, Keynote keeps pace with the market, providing a breadth of products and services that help improve the online experience in four areas: Web performance, mobile quality, streaming, and real user experience testing. With more than 3,000 measurement computers and mobile devices in more than 240 locations we represent the largest geographic coverage of online users in the world.
Today, we assist more than 2,800 corporate customers in becoming ?the best of the best.? Our customers represent top Internet and mobile companies including American Express, Best Buy, Disney, eBay, E-TRADE, Expedia, FedEx, Google, Microsoft, and YouTube.
The Technical Support Analyst is responsible for customer training, technical publications and writing, and for the accurate and timely response to inquiries surrounding the use of Keynote products through technical support and diagnostic services.
As a member of the Keynote Diagnostic Services group, works in a world-class analytical database environment, helping to research and solve some of the most interesting and important issues faced by Keynote?s largest and most important customers, as they apply Keynote's services to their day-to-day operations. Beyond KDS support, supports the sales team and covers when a solution consultant is unavailable.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Communicating with customers typically by phone or email regarding customer needs or issues, and entering information into support information system to effectively manage and track inquiries
Researching customer-reported issues through hands-on testing, knowledge base searching, and contact with colleagues and other resources, and responding appropriately. Recording research results for the benefit of customers and staff
Creation and maintenance of custom scripts for Keynote?s internet customers
Assisting in recording, testing, and troubleshooting difficult transaction scripts
Proactive monitoring and troubleshooting of customer internet monitoring scripts
Maintaining open lines of communication with Keynote's Product Management, Engineering, and Operations staff to effectively resolve bugs and service issues
Advising management on product development and operational issues identified through contact with customers
Ability to support the sales team to back up solution consultants when needed
Assist with escalations from other members of the Customer Operations team
Working in an on-call rotation for 24x7 customer support
Two or more years of experience in an internet technology support or sales engineering position
Basic knowledge of internet technologies and protocols such as HTTP, FTP, TCP/IP, IM, and email.
Ability to troubleshoot Internet and issues from the end user to host, including an understanding of carrier networks, proxy servers, and router technology
Bachelor?s degree in Computer Science, Engineering, or equivalent experience
||1670 South Amphlett Boulevard |
San Mateo, CA 94402
THIS JOB HAS EXPIRED