The primary responsibility of the Customer Support Specialist is to provide technical support to our customers in the jewelry industry via telephone, email, internet, and on-site. This person will also install and configure customer production systems, deploy them on-site, and provide routine maintenance.
Responsibilities:
* Provide technical support and assistance to customers’ questions regarding the operation of our products, including both software and hardware
* Travel to customer locations for on-site technical assistance when required
* Field and triage customer issues and advance next-level requests to the appropriate resource
* Follow-up with clients to ensure satisfaction with all support requests
* Log and track customer support requests and resolutions
* Install and configure customer systems, including operating system, network connectivity, supporting software, application software, and device drivers specific to customer environments
* Support resellers and partners with application installation and configuration and maintenance
* Assist software development by testing application software and hardware, and logging issues
* Procure hardware and software required to build customer systems
Requirements:
* Associates degree in Computer Information Systems, or equivalent
* 3+ years experience in Customer Support, Software Delivery, or Information Technology Support with direct customer contact
* 2+ years experience installing, configuring and troubleshooting Windows XP operating systems
* 2+ years experience performing system administration tasks on Windows such as user creation, domain administration, security permissions, backups, disk images, etc.
* Advanced networking experience in a Windows environment, including configuration of local area networks, firewalls, routers, DHCP, DNS, VPN
* Intermediate-level Linux PC experience, specifically installation, system use and configuration
* Experience configuring PC hardware, including COM/serial ports, USB, Bluetooth devices
* Experience with database management tools to configure or maintain production systems, and diagnose problems
* Intermediate-level experience with writing SQL statements to query production data
* Ability to work independently with minimal direction showing initiative where applicable
* Excellent analytical and problem solving abilities
* Excellent written and verbal communications
Desirable:
* Experience with Point of Sale software, especially in the jewelry industry
* Installing/configuring/administering Ubuntu Linux and Mac OS X
*** NOTE: Serious candidates please submit a resume and cover letter in PDF or Word format, and also include the keyword 'CSS01' in the subject line ***
- Location: Boston, MA - Financial District
- Compensation: 35k - 45k annual depending on work experience
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.