Technical Support Representative
Location: Pleasanton, CA
Date: 6/2011
POSITION DESCRIPTION
The iTradeNetwork, Inc. Technical Support Representative is part of a support team that provides 24/7 coverage for customers using our web based software. The position requires a candidate who possesses: excellent interpersonal abilities, strong time management skills, attention to detail and excellent verbal and written communication skills.
The following are some of the specific duties and responsibilities of technical support representatives:
- Candidate must be able to handle heavy phone and e-mail volume from clients
- Document reported issues and product defects into an issue tracking application.
- Team members routinely perform admin duties such as trading partner configurations and settings
- Candidates are responsible for case management including escalation procedures and protocols
- Interact with customers to troubleshoot web-based applications and data interfaces.
- Monitor production environment and report problems to appropriate teams
- Communicate issue status and/or resolution to customers.
- Enhance and maintain customer service documentation, including troubleshooting guides and training material.
This position requires an on-call rotation that includes weekend and holiday coverage. This shift is 6:00-3:00 pm.
Bachelors degree required and minimum 2 years experience in a high paced call center or similar experience preferred.
Second language fluency in Spanish or French a plus.
Must have unrestricted ability to work in the United States.
No phone calls please.
Email resumes to: hr@itradenetwork.com