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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Technical Support Engineer
Location: Mountain View, California, United States
Type: Permanent F/T
Closing Date: 2007-05-06
Technical Support Representative III
' Core job function centers around satisfying customers by driving resolution
to technical issues, providing diagnostic procedures and answering
informational requests by leveraging and contributing to the collective
knowledge of the organization.
' Work on a 24x7 team tasked with the critical job of supporting Digital Trust
Services.
' Ensure that the context of the knowledge that is shared both internally and
with customers is accurate and appropriate for the intended audience.
' Define, recommend and implement solutions that enhance the department's
operational effectiveness, which includes (but is not limited to) operational
efficiency and/or customer satisfaction.
' Build relationship with our customers/partners to ensure customer loyalty.
' Provide 2nd level support to TSRs and work with various departments such as
engineering and marketing to resolve customer issues.
Responsibilities:
' Actively participate in the Knowledge Centered Support (KCS) Project at Level
1 user level.
o Search and for and create solutions, and modify their own solutions.
o Consistently demonstrate mastery of Integrated Problem-Solving (IPS) process,
accurately and consistently capture the customer's context in the workflow,
search for and find existing solutions, and frame solutions when appropriate.
o Frame the problem solving experience in such a way that others will be able
to determine if they are working on the same or related problem.
o Determine if something was learned during the problem solving process that
can be used to enhance an existing solution.
o Indicate that they used an existing solution so the organization can use the
database to determine major sources of problems and work to find ways to
eliminate them.
' Answer inquiries from customers regarding VeriSign Digital Trust products.
' Adhere to Phone schedules and departmental procedures.
' Develop working knowledge of company products, company functions.
' Demonstrate ability to effectively analyze solutions and to deliver peer
feedback as needed to improve the quality of knowledgebase content and team
interactions that directly supports the KCS.
' Consistently demonstrate actions and behavior that positively supports the
KCS adoption and evolution.
' Analyze complex customer issues to identify problem area(s) and recommend and
take corrective action.
' Recommend solutions to customer application questions
' Log all customer phone inquiries into call tracking system so that recurring
problems can be analyzed, reported to product development and resolved, link
Primus solutions to a minimum of 70 percent of the call tracking cases.
' Actively support achievement of team goals and objectives
' Achieve and maintain high levels of customer satisfaction.
' Process Digital Certificate orders when required
' Ability to troubleshoot and install Verisign certificates without supervision
' Mentor/Monitor new hire trainees and track progress
' Ability to reproduce complex problems in a lab environment
' Successfully handle customer escalations
' Ability to work with marketing and engineering to resolve complex customer
issues.
' Lead person for new product introductions
' Run daily reports for chat, email and phone contacts
' Track priorities and commitments efficiently
' Work with 3rd party vendors when necessary
' Provide leadership to team via technical knowledge, process improvements
' Acts as back up for supervisor and/or management in their absence
' Candidate must successfully pass Background Check to achieve and maintain
trusted employee status.
' Continuously exhibit behavior and actions that conforms to and maintain
Verisign's strict Tier 3 environment.
JOB REQUIREMENTS
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Skills Required:
' Strong interpersonal skills required to function both in a team environment
and to build relationship with our valued customers.
' 5+ years technical support experience.
' Solid general technical background with demonstrated sound problem solving
skills.
' Excellent verbal and written communication skills.
' Demonstrated mastery of customer service skills.
' Solid knowledge of computer systems.
' Knowledge of browsers, (i.e., Netscape Navigator, Microsoft Internet Explorer.
' Proficient in Windows NT, Macintosh, UNIX
' Installation, setup and configuration of various browser/server environments.
' Knowledge of HTML, XML and SSL
' Familiarity with Wireless Application Protocols
' Apache and Linux experience desired
' Mentoring and/or training skills
' Understanding of load balancing principles and concepts
' Advanced Networking troubleshooting experience a plus
' Experience working with internal engineering group to solve complex problems.
' Experience providing Tier 2 technical support and guidance for TSR I and TSR
II
' Leadership skills
' Bachelor's degree, MCSE or equivalent experience preferred.
CONTACT
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Please send resume to pberi@verisign.com.
Priti Beri
pberi@verisign.com
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SECURITYFOCUS JOBS
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