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Escalations Support - technical support - job employment

City: Seattle-tacoma
Date: 08 Mar 2019
Category: Technical Support

Are you a highly-motivated, driven individual who is extremely technical and excellent at customer service? We would love to hear from you.

We are looking for someone to provide top-notch service to our customers across the country. You will be joining a fun, energetic team in a dynamic, fast-paced company as a member of our engineering and support.

This is a telecommuting position and you must be able to manage your time effectively while, providing customer support from a quiet environment (no loud dogs or children in the background), and be motivated to go above and beyond without someone looking directly over your shoulder.

Our company relies heavily on virtualization technologies and we are seeking an applicant that has experience working with these technologies as well as Microsoft Server in an enterprise data center.

Your responsibilities will include but not be limited to:
-Provide escalation/level 3 support with exceptional customer service via email and phone
-Use excellent communication and interpersonal skills to ensure that customer and system problems are resolved in a timely fashion
-Research, test, and develop solutions for common problems in a methodical, detail-oriented and logical way.
-Work closely with customers, engineering team, management team, and sales team as a point of contact for client issues
-Document all customer issues and support calls in our ticket system
-Write up issues and solutions in our knowledge base forum
-Work on other system/network initiatives and ongoing projects as assigned

-Amazing customer service savvy and interpersonal skills -- can handle difficult or tense customer situations with ease and is experienced in setting customer expectations appropriately
-Superb troubleshooting, problem-solving and analytical skills
-Extremely detail-focused -- nothing ever gets by you!
-Quick learner -- can quickly pick up new systems and software with ease. You can read-through or hear information and instructions once and retain it.
-Fast thinker who can logically research solutions online and work through problems
-Self-starter who effectively manages their own priorities and activities
-Punctual individual, prepared and ready to dive in, the minute their shift starts
-Exceptional written and oral communication skills
•5+ years of demonstrated technical problem-solving experience, this is not an entry level position therefore you must bring advanced level skills to this position. Your prior experience should include roles working in network administration, network engineering and design, virtualization technology, and server build and maintenance duties.
• An understanding of Citrix, Microsoft and virtualization technologies and how they function in an enterprise network.
• A clear history of project leadership and project completion is required, you will be responsible for new technology implementations.
• Flexible, dependable, capable of multi-tasking, and possess the intelligence and ability to learn new products and technologies.
• Integrity with respect to work, meeting agreed upon deadlines, both taking and sharing responsibility as appropriate, and personal interactions with both customers and co-workers.

Extra considerations:
Additional consideration will be given to applicants with a Bachelor of Science in an Information Technology discipline.
In addition, if you have any of the following certifications please be sure to list them and be specific:
• VMware Certifications
• Citrix Certifications for
o Netscaler or extensive prior experience with this technology
o Provisioning either MCS or PVS
• Microsoft -- list any and all certifications you currently hold especially surrounding Server 2012, Server 2016, Terminal Services, Hyper-V, and SQL.

Our company offers a relaxed corporate environment with virtual-office based staff.

If you have a good computer with dual monitors and a high-speed Internet connection, this might be the perfect opportunity for you. Send us your resume and an email cover letter detailing why you're the perfect fit for this position. A cover letter is required for consideration.

Schedule: 9-6 p.m. PT plus rotating on call

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