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Technical Support Representative (TSR)
Technical Support Representative (TSR) (2006-04-11)
Call Center Company:
ShoreTel
Description:
ShoreTel is looking for individuals who are qualified for the position of Technical Support Representative (TSR).
Successfuly applicants for Technical Support Representative (TSR) will have a great career in ShoreTel.
ShoreTel is seeking a highly motivated individual passionate about playing a critical role in their Technical Assistance Center. In the role of Technical Support Representitive, you will be a member of a small highly skilled team. You will be provided with a standard setting web-based customer response and support environment designed to achieve the highest levels of customer satisfaction. Duties include the following:
Focus on rapid identification and resolution of customer issues.
Provide first level support to ShoreTel partners and customers.
Answer questions and perform initial triage on problem reports.
Document each customer interaction using our Siebel ticket management system.
Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA). Providing ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support.
Technical assistance for hardware, software and/or applications.
Acting as a resource and teaming with those who are assigned to the customer.
Support to those within your immediate team when necessary.
Partnering to create and update technical documentation.
Providing on site installation and other professional services as needed.
Meet various SLA requirements based on measurable metrics
Some travel may be required.
Participate in off hours on call support
Required Skills:
Previous customer support and escalation experience.
Excellent customer service and interpersonal skills.
Must be a team player and excellent collaborative skills
Demonstrates strong problem solving skills.
Excellent written and oral communication skills in English
Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
2 Years required knowledge of Fundamentals ? Knowledge, understanding, and practical application of basic computer systems including disk management, file systems, memory management and related concepts.
2 Years experience using Operating Systems ? Knowledge and understanding of operating systems related to the fundamental computer systems including VXworks, NT, Linux, and Unix.
Experience in VoIP ? A working knowledge of VoIP, related protocols, and standards Perfered.
Experience/knowledge of Networking - Knowledge, understanding, and practical application of technologies, protocols, and related standards including layer 3 switching (OSI model), TCP/IP, Ethernet, LAN, WAN, and IP routers.
Experience working with Distributed Architectures ? A complete understanding of the technologies and protocols that are required to deploy and manage a distributed architecture e.g., numerous devices connected across an IP network.
Experience/knowledge of Telephony Applications - A complete understanding of current telephony applications and the vendors that supply the applications including ACD, IVR, and CTI.
Must have the ability to effectively troubleshoot ? Habitual use of triage based approaches to problem solving where the solution is reached by reducing the complex to the simple with an ever-narrowing focus.
The successful candidate will also possess the need for knowing why
To apply for this position, please send your resume and cover letter to hr@shoretel.com
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