Overview:
Layer 7 Technologies is looking for knowledgeable and motivated Technical Support Analysts to join our Support organization. Applicants must possess technical expertise in a variety of areas, great customer skills and an aptitude for solving both business and technical challenges.
Responsibilities:
- Troubleshooting complex Web applications, networking issues, Web services interactions and end-user usability limitations in the use of the SecureSpan product suite.
- Managing a technical support case queue for customer-based issues originating from the various support channels (phone, email and self-service portal).
- Providing superior client management, including excellent communications, responsive follow-through and advocacy for client issues within internal departments.
- Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues, within accepted service levels.
- Actively participating in reviewing support material slated for customer distribution (e.g. manuals, quick-start guides, support Web site FAQs etc.)
- Provide the Product Development organization with input regarding future product development, based on customer requests, industry experience and case management.
Requirements:
- Strong personal communication and customer service skills, as well as previous experience in a customer support environment, are essential to this position.
- High technical competence in a variety of operating systems (Unix/Windows/Solaris) and programming languages (Java/.NET).
- One year of experience working with XML-based technologies.
- Strong understanding of network infrastructure concepts (TCP/UDP protocols, packet routing, DHCP etc.) and devices (firewalls, proxy servers etc.)
- Working knowledge of relationship database systems (MySQL/Oracle/Microsoft SQL). Understanding of SQL query construction an asset.
- Ability to work both independently and as part of a team.
- Ability to maintain a high levels of integrity, work quality and service excellence.
- Ability to prioritize multiple tasks, adhere to established deadlines and perform under pressure.
- Ability to work in a fast-paced, entrepreneurial, high-tech environment.
