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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: 2007-05-28
Job Posting Title IRC4824
Job Title Technical Support Representative II
We are looking for an energetic team-player with excellent organization,
communication and technical skills to handle customer service inquiries
concerning VeriSign's Security Services products. The ideal candidate will
have a passion for VeriSign and a commitment to providing customers with a
world-class experience. This person will act as the primary point of contact
for our customers and will work with VeriSign's product, engineering and
marketing teams to share customer feedback to drive improvements. A Technical
Support Engineer II will be immersed in VeriSign's fast-paced environment and
will be expected to proactively contribute suggestions about how to make our
customers and VeriSign successful.
Respond to incoming customer inquiries about VeriSign Security products
Analyze complex customer issues to identify problem area(s) and recommend and
take corrective action
Provide superior technical service and build successful long-term relationships
with external clients to ensure customer loyalty
This individual will work closely with engineers, product managers and sales
engineers to improve the product's vision and to make VeriSign customers
successful
Develop common question and answer documentation to be included in VeriSign's
Knowledge Base
Actively contribute to Web self-help by using Knowledge Centered Support (KCS)
principles
Demonstrate ability to accurately gather information and document customer
issues through the Oracle Teleservice CRM tool
Actively support achievement of team goals, objectives and compliance with
contractual service level agreements (SLA)
Achieve and maintain high levels of customer satisfaction
Minimum of a BS in Computer Science or related technical degree.
Certifications are a plus (i.e. CISSP, MCSE, CCNA)
2+ years technical support or IT experience interfacing with external clients
JOB REQUIREMENTS
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Must have experience in the following:
Advance knowledge of Microsoft Windows XP, 2000 Server, 2003 Server and Vista
Basic understanding of networking protocols and devices, Web servers and VPN
Understanding of PKI, SSL, HTML, DNS, S/MIME, OpenSSL and SMTP are a plus
Must display RAPID (Respect, Accountability, Passion, Integrity and Drive) in
actions and work
Pocess a positive attitude and outlook
Customer-focused and can demonstrate mastery of customer service skills
Strong problem solving and analytical skills
Ability to multi-task
Quickly adapt to new technology and terminology
Ability to to work individually as well as in a team environment
Be proactive, self-directed, detailed and organized in order to take lead of
any situation
Excellent written and oral communication
Ability to work independently with minimal supervision
CONTACT
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Priti Beri
pberi@verisign.com
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SECURITYFOCUS JOBS
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