Thanx Media, a growing software company, is looking for people who thrive on technical and business challenges and are excited to work on a variety of projects and clients as part of their Support team.
Mission:
The mission for the Support Engineer is to help existing customers accomplish their goals with the highest level of courtesy possible. An effective Support Engineer will have a customer first mentality and a persistent desire to help our customers succeed, an ability to communicate with customers in a clear and concise manner, a desire to learn, and a passion for solving problems.
Description/Qualifications:
Support Engineers are the technical point of contact for Thanx Media's customer base. A Support Engineer will be responsible for the initial assessment and analysis of Support ticket requests, retrieving additional detailed information to help troubleshoot, and resolving basic requests in a short period of time. A Support Engineer will be able to communicate with customers clearly and concisely over the phone and over electronic communications. This individual will have a demonstrated Customer focused track record. A Support Engineer will be able to handle multiple ticket requests throughout the day and the week - handling new requests as they arrive, and bringing other ticket requests to resolution. A Support Engineer will be able to effectively distinguish when to escalate ticket requests to senior members of the team, and enable the rapid resolution of ticket requests through detailed analysis and information gathering. This Customer focused individual will display persistence in working with senior team members to ensure that escalated tickets are resolved within a reasonable amount of time, and that customers are regularly informed of the status of their requests.
Aptitude/Background:
Bachelor's degree in Computer Science or related areaFamiliarity with web-based front-ends using technologies such as HTML, CSS, and JavaScriptFamiliarity with web-based applications using technologies such as PHP, JSP, ASP.NET, or PerlExperience with databases and Structured Query Language (SQL)Bonus: Experience with eCommerce platforms, site search platforms, or ETL technologies
Desired Achievements/Outcomes:
All ticket requests handled with the appropriate urgency, priority and communication frequency according to the proper Thanx Media guidelines and service level agreementsLess than 25 open ticket requests at the end of a given week90% or higher customer satisfaction on rated ticket requestsNo customer initiated escalations due to poor or limited communication on outstanding ticket requestsThis is a full-time position based out of our Glen Ellyn (West Suburbs) office.
Please apply by sending your cover letter and resume in the form below.
Learn more about us at:
http://www.thanxmedia.com
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