Customer Support Technician

Customer Support Technicians log and resolve problems reported by users of our software. They are an important part of the post-sales image of the company, and act as customer advocates within the company.**This Will Be A Temp-to-Perm Position For The First 6 Months** Do not apply if you are not willing to accept this requirement.Responsibilities• Receive and log problems reported by customers• Create Change Requests based on information provided by customers• Provide solutions or workarounds to problems reported by customers• Provide general information to customers• Direct customers to appropriate resources within the company, as necessary• Assist customers in performing basic tasks related to our software• Research software-related issues with a view to resolving customer problems• Provide customers with patches, utilities, updates, etc.• Research general areas related to our software, customer environments and the enterprise security field, in general• From time to time, provide support after regular business hours or on weekends and holidays• As necessary, escalate problems to software development for resolution• Maintain Customer Support knowledge base• Maintain Customer Support web site• Envision possible solutions and test for validity• Devise workarounds and compromises when complete solutions are unavailable• Manage all aspects of solving issues, including moving across organizational lines to get resources to resolve issues.Industry Designation, e.g. MCSE, CNA, A+, etc.B.A. (with preference for math, science or computer science) helpful, but not requiredExperience: Systems Administration, Professional Services, & Customer SupportThe following is a list of the skills that are required by the individual filling this position:• Knowledge of distributed applications and networking• Database operations (MySQL preferred)• General Operating System knowledge (UNIX, LINUX, Microsoft)• Computer hardware knowledge (Solaris, Microsoft)• Good verbal/written communication skills• Troubleshooting skills• Customer Service skills