Technical Support Associate
- Are you currently working in technical support handling tier 2 or higher questions?
- Do you currently handle in-depth, complex, and varied technical support issues?
- Do you have applied work experience in computer networking protocols?
VanDyke Software has a position available for a Technical Support Associate to provide technical support related to our network security software including SecureCRT, SecureFX, and VShell.
A positive attitude, an appetite for learning, and a passion for helping customers are required.
Responsibilities
- Use your technical experience and knowledge to assist individuals via email, web, and phone.
- Help potential customers throughout the evaluation, purchase, and deployment process, providing solutions that meet real-world needs.
- Manage customer issues from notification to resolution.
- Troubleshoot and resolve application configuration problems.
- Help maintain the company product knowledge base and perform similar strategic tasks.
Qualifications and Experience
- Professional verbal and written communication skills.
- Strong attention to detail.
- Knowledge of TCP protocols (Telnet, FTPS, SSH, etc.) through work or education experience.
- Experience providing tier 2 or higher technical support to external customers using both email and phone.
- Ability to analyze and troubleshoot problems in a technical, collaborative team environment.
- A positive attitude, an appetite for learning, and a passion for helping customers.
- Ability to take ownership, employ good customer diplomacy skills, and express customer empathy.
- Schedule requires the ability to work full time onsite in Albuquerque, NM.
Our competitive compensation package includes benefits such as:
- Fully paid employee medical/dental (with employer contributions for dependent coverage).
- Employer-provided short- and long-term disability.
- Employer-provided life and AD&D insurance.
- Paid time off.
- Holiday pay.
- Quarterly performance-based bonuses may also be given depending on company sales revenue.
- A casual dress environment.
Company
VanDyke Software is a company where every person has an impact on quality and service every day, where there is room for growth in your career, and where you participate in the company's success.
If you are looking for an outstanding place to work where positive feedback happens often such as, "VanDyke support rocks!!!" and "Your product and your support team are AWESOME!", send your resume and cover letter by email to
.
VanDyke Software is an Equal Opportunity Employer.
