Hello Associates, *Subject:* Savi Level 2 Support
Can you send me some good candidates for this requirement? Our C2C rate is $40 per hour on 1099. *Must be green card holder or US Citizen.* Please be sure that the candidate represents the "truth" about his resume. Our client will do a phone screen and then an in-person interview and asks some very "direct questions" - to be sure that the candidate has done what is on his resume and that he is a fit for the requirements. See all items in* BOLD*these are * MUST* haves. (Lastly - candidates MUST be local to the San Francisco Bay Area - NO EXCEPTIONS) *Job Code:* Tech Support ll *Title:* Technical Support -Level 2 *Occupational Category:* Information Systems Help Desk / Technical Support *Employment Type:* 12+ month contract (may be interested in direct hire after one year) *City:* Mountain View *State:* CA *Zip:* 94043 *Keywords:* Technical Support -Level 2 *Description:* Reporting to the Manager of Global Support Services, the successful candidate will be responsible for providing a high level of customer satisfaction through the effective delivery of technical support and customer service programs. He/she will staff the client's Customer Service Hotline and email/web customer requests, including telephone, on-call pager, on-line and on-site support. . Responsible for researching, troubleshooting, analyzing, and resolving customer hardware/software problem. . Review and act upon daily reports of open service calls, escalate, assign or consult with Sustaining Engineers and management as required . Generates Bug reports, product enhancement requests, *FAQ's*, *Field Change* Notices, etc. . Assist Account Mgrs. and *Field Service Engineers (FSE's*) in escalation situations. . Lead cross-functional teams to define and develop customer problem resolution plans, tracking milestones, deliverables, and reporting to management. . Consults and develops effective relationships with others to drive creative solutions to improve customer product satisfaction. . Provides backup support for Level 1 on all the following functions: * Staff and answer Customer Support 800 number during identified shifts, ensuring calls answered within 180 seconds. * Monitor Customer Support's Help Inbox for emails and identify, document and respond to requests immediately upon receipt. * Log all inbound activities (phone and email) into Call Tracking system. * Handle customer RMA requests. This includes troubleshooting products with customer's to the best capability prior to performing an RMA on the product. . Escalation point of contact interfacing with Customers, Sustaining Engineering, Account Managers, Field Service Engineers, and Consulting Services. . Prioritize tasks to meet deadlines. . 24x7 on-call support . Track, troubleshoot, update, escalate, and close customer support cases as appropriate. . Ensure cases owned by the individual are updated regularly and that the customer is updated on a regular basis given department practices. . Meet department target objectives on response and resolution times. .* Must* be able to understand complex, customer specific environments to more readily resolve specific issues. *Experience:* . BA/BS Computer Science degree or equivalent experience. . Previous customer management and technical escalation experience. .* Advanced* Operating System knowledge and troubleshooting skills. (Unix, Solaris, Windows, Linux) - at least 3 out of 4 . Experienced multi-tasker able to work multiple customer issues while continuing to provide a high level of customer satisfaction. .* Strong Systems administration, network infrastructure, enterprising application and troubleshooting skills*. . Experience in analyzing complex problems, identify probable cause and determine resolution path in a fast paced environment. . Demonstrated creative, critical thinking and negotiating skills. Excellent analytical skills. . 3 to 4 years of* Oracle database experience*. . 5 years of experience in* Java development support*. * Experience in Web Server Administration* (Websphere or Weblogic)*. .* Required experience with supporting enterprise applications* .* Familiar* with *JSP, JDBC, BEA weblogic, HTML, web servers,* application servers, integration servers and database servers . 3-7 years of experience in *HW*/*SW* development or technical/customer support role . Individual needs to be hard-working, a self-starter, and highly motivated. . Strong team player who enjoys working in a fast paced team atmosphere . Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer. Must enjoy high pressure situations. .* Excellent* written and oral communication skills in English. Must be able to effectively and comfortably communicate with all types of individuals from the customer technical expert to the customer executive management Additional Responsibilities: . Handling escalation issues and provides technical expertise . Mentoring customer support engineers by cross training and providing training presentations. . Participate in technical training/QA/beta testing activities . Participate in new products technical support and delivery reviews . Assist in the generation and review of technical materials and bulletins . Document technical knowledge base articles and in product presentations and demonstrations as needed. . Traveling (10 to 15%) of time Thanks & Regards, Fazal Mahmood I Technical Recruiter Kolansoft, INC (: 201-484-0340 Fax 7:201-656-6696 *: fa...@kolansoftinc.com Yahoo IMJ: fazal_kolansoft Website: http://www.kolansoft.net *************************************************************************************************************************************** If you are not interested in receiving our e-mails then please reply with a "REMOVE" in the subject line and mention all the e-mail addresses to be removed with any e-mail addresses, which might be diverting the e-mails to you. I am sorry for the inconvenience caused to you. *************************************************************************************************************************************** --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "zilliontechnologies" group. 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