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List:       security-jobs
Subject:    [SJ-JOB] Technical Support Engineer, Mountain View
From:       pberi () verisign ! com
Date:       2007-07-18 18:30:05
Message-ID: 20070718183005.30101.qmail () securityfocus ! com
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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position:       Technical Support Engineer
Location:       Mountain View, California, United States
Type:           Permanent F/T

Closing Date:   2007-07-23

Job Posting Title  IRC123837 
   
Job Title  Technical Support Engineer II 
   
Job Description (English)   
   
  We are looking for an energetic team-player with excellent organization, \
communication and technical skills to handle customer service inquiries concerning \
VeriSign's Security Services products.  The ideal candidate will have a passion for \
VeriSign and a commitment to providing customers with a world-class experience.  This \
person will act as the primary point of contact for our customers and will work with \
VeriSign's product, engineering and marketing teams to share customer feedback to \
drive improvements.  A Technical Support Engineer II will be immersed in VeriSign's \
fast-paced environment and will be expected to proactively contribute suggestions \
about how to make our customers and VeriSign successful.

Respond to incoming customer inquiries about VeriSign Security products
Analyze complex customer issues to identify problem area(s) and recommend and take \
corrective action Provide superior technical service and build successful long-term \
relationships with external clients to ensure customer loyalty This individual will \
work closely with engineers, product managers and sales engineers to improve the \
product's vision and to make VeriSign customers successful Develop common question \
and answer documentation to be included in VeriSign's Knowledge Base Actively \
contribute to Web self-help by using Knowledge Centered Support (KCS) principles \
Demonstrate ability to accurately gather information and document customer issues \
through the Oracle Teleservice CRM tool Actively support achievement of team goals, \
objectives and compliance with contractual service level agreements (SLA) Achieve and \
maintain high levels of customer satisfaction Minimum of a BS in Computer Science or \
related technical degree Certifications are a plus (i.e. CISSP, MCSE, CCNA)
2+ years technical support or IT experience interfacing with external clients
Must have experience in the following:

Advance knowledge of Microsoft Windows XP, 2000 Server, 2003 Server and Vista
Basic understanding of networking protocols and devices, Web servers and VPN
Understanding of PKI, SSL, HTML, DNS, S/MIME, OpenSSL and SMTP are a plus
Must display RAPID (Respect, Accountability, Passion, Integrity and Drive) in actions \
and work Posses a positive attitude and outlook
Customer-focused and can demonstrate mastery of customer service skills
Strong problem solving and analytical skills
Ability to multi-task
Quickly adapt to new technology and terminology
Ability to to work individually as well as in a team environment
Be proactive, self-directed, detailed and organized in order to take lead of any \
situation Excellent written and oral communication
Ability to work independently with minimal supervision
 



JOB REQUIREMENTS
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CONTACT
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Please submit resume to pberi@verisign.com


Priti Beri

pberi@verisign.com



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