WORK ANYWHERE, THIS IS A TELECOMUTE POSITION. YOU CAN WORK FROM HOME
Department: Technical Services
Reports to: Technical Services Manager
Questionmark Corporation, the leader in Computerized Testing &Assessment software, is looking for an energetic technical services representative to work in a telecommuting role from anywhere in the US. Questionmark is a growing, privately owned, international company with over 70 employees. Our offices are located in Norwalk, Connecticut, Salt Lake City, Utah, London, England and Brussels, Belgium. We provide software, training and web hosting for computerizing assessments to many large corporations and academic institutions. This position is for a Technical Services Representative that is hard working, motivated, and able to work from home.
Employee is responsible for responding to customer, and prospective customer, questions by phone or e-mail, with useful, meaningful and easy to understand answers. This position requires a person who is highly self-motivated, demonstrates an excellent telephone presence, possesses good problem-solving skills, pays attention to detail, and is dedicated to customer satisfaction and success.
This position is responsible for seeing through all customer issues from encounter to solution and requires extensive problem solving skills and the ability to communicate complex technical issues to both technical and non-technical customers.
Questions range from:
Level 1, where the answers are contained within the user manuals and the online knowledge base.
Level 2, where the Employee may need to research and reproduce the customer experience to determine the assistance required.
Level 3, where the problem cannot be resolved but can be reproduced, and must be referred to the software developers for resolution.
Our representatives are the primary contact point to our customers and as such, we are seeking employees with exemplary customer service skills and great call handling skills to give our customers the best possible experience on every interaction with our team.
Employees who deal with customers should have a pleasant personality, and excellent interpersonal skills, including active listening, patience, the ability to speak clearly and instruct effectively, and a genuine desire to help. Employee should enjoys working life using the telephone and email.
From time to time Employee may be required to demonstrate the features and benefits of the products to prospective customers.
A few other projects will be assigned, from time to time.
These projects include:
Creating custom Surveys, quizzes, tests and exams for customers
Testing new versions of the software
Documenting specific features
Traveling to a customer site for consulting purposes
Assisting with the creation of learning materials
Assisting with the creation of demonstration materials
General Duties:
The following duties may be performed by the Employee:
Provide product support and useful answers by phone and email to questions posed by:
Prospective customers
Customers with SSP agreements
Other departments and employees within Questionmark
Escalates commercial issues to sales department.
Escalates requests for feature upgrades and bugs to development team
Investigates personally, or directs investigation of customer complaints regarding operation and usage of Questionmark products.
Has a positive, solution oriented, can do attitude
Respond to customer s requests by phone or e-mail with top notch customer service in a timely manner
Use problem solving skills to handle and solve any issue encountered
Ability to learn new features and/or software as it is released
Escalate problems quickly and effectively by providing well written descriptions of the issues
Refer customers, and prospective customers, promptly to customer support when they need to discuss commercial issues
Document all contacts with or about customers; monitor and maintain the tickets in HEAT and maintain accurate contact records in contact management systems for both past and scheduled activities
Ensure that systems used to provide support are in good working order
General Technical Knowledge and Technical Skills required:
Able to translate technical terms to lay terms
Working knowledge of Windows operating systems (NT/98/ME/2000/XP/2003) in the realms of administration, support and configuration
Working knowledge of Microsoft Office (Word, Excel, PowerPoint, Access) and NTFS permissions
Working Knowledge of .NET versions (recognize and change)
Overview knowledge of HTML
An excellent knowledge of Windows servers operating systems (2000/2003/Vista) in the realms of administration, support and configuration
Knowledge of IIS : web share setup/configuration, application pools, and parent paths/web service extensions and knowledge of SMTP
Knowledge of MDSE
Knowledge of SQL databases and the ability to perform installation/configuration, and knowledge of users/security and attach/detach/backup/restore
Knowledge of Oracle databases: ability to perform installation/configuration, roles/privileges, attach/detach/backup/restore
Basic understanding of networks including TCP/IP and Peer-2-Peer networking
This person is ideally educated to degree level; at least three to four years of software support experience or equivalent combination of education and experience. A demonstrated track record of good customer service skills is required. Past experience in the educational testing and assessment field is a plus.
Employee will work independently, from home in a telecommuting role. The working hours are 8:00 a.m. -- 5:00 p.m. CST (or something similar by agreement) Monday through Friday with customary breaks and lunch period. This position requires a private home office dedicated to be a working area with little or no distraction. This position requires an individual who performs duties with little ongoing supervision, is highly self motivated, with the ability coordinate activities with other departments to ensure timely and efficient service to each customer. All computer and communication equipment and services (Internet and phone) will be furnished by Questionmark.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. There may be some travel to customer/partner premises when agreed and where necessary.
Benefits include:
A great benefit package with a generous company contribution.
Medical Insurance
Dental insurance
401(k)
Paid Vacation, Holidays, and personal time
Employee Incentive Bonuses
Applicant Category: Professional
Requisition Code: Work at home
Two Initials of Recruiter: bw
System Date: 02/23/2007
System Time: 09:23:16
Document Name(40): Technical Services Representative
Source: Computerwork.com - USA
SearchTerms: "work at home" "work from home"
URL(80): http://www.computerwork.com/jobsearch/jbdetail2.cfm?job_id=1487488
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