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

*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

Technical Support -Level 2

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
. Lead cross-functional teams to define and develop customer problem
resolution plans, tracking milestones, deliverables, and reporting to
. 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
. Prioritize tasks to meet deadlines.
. 24x7 on-call support
. Track, troubleshoot, update, escalate, and close customer support cases as
. 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.

. 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


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