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Old 10-09-2007, 02:33 PM   #1
Fish
RIP Sirkbac
 
Member#: 869
Join Date: Feb 2000
Chapter/Region: NESIC
Location: Nashua NH
Vehicle:
1987 GPZ-750 TURBO
90' MX-5/11' DGM STi Sdn

Default Looking for work? Can you turn a Computer on/off? Click here! (Lexington, MA)

www.imprivata.com
For the "what" it is we do here..

Tier 1 Jr Tech Support
POSITION SUMMARY

As a member of our Customer Support Call-Center team, this position provides support to our direct customers, partners and internal services organization. The Tier 1 Technical Support Engineer is responsible for responding to issues via email and phone concerning Imprivata products. If the issue cannot be resolved by the Tier 1 Technical Support Engineer, he/she will be responsible for escalating the issue to the Tier 2 Technical Support team.



KEY RESPONSIBILITIES

Respond to calls, e-mails and web-form support requests from customers at the call center.

Log and track pertinent customer contact and support-request information.

When possible resolve technical problems with customer directly.

Escalate unresolved issues to the Tier 2 Technical Support Team.

Perform any necessary testing in order to reproduce problems.

Document solutions in a re-usable way

Maintain complete support contact records for each customer/prospect



KEY REQUIREMENTS

Technical or scientific Bachelors degree or equivalent combination of education and experience.

2 +years experience in Support, IT, Consulting or Software Development.

Must have experience in software support.

Troubleshooting and enhanced deductive reasoning skills.

Excellent customer service skills.

Experience with support CRM systems.

Strong communication skills (verbal and written).

Ability to work in a fast paced and growing organization.

I'll supplement with a description from where I sit. Tier 1 gets most of the phone calls, actually they get ALL of the phone calls until they overflow to my group. You'll create and deal with cases initially and then if they can't be resolved they'll be sent up the ladder. It's a good position to get in on, this is a pre-ipo that is doing VERY well right now. The support group is growing pretty quickly so getting in on the ground floor now will likely bring you up as we grow.



Sr. Tech Support (30% travel)

POSITION SUMMARY

This position in our Customer Support Call-Center provides support to our direct customers and partners. The Senior Technical Support Engineer (STSE) is responsible for resolving technical issues concerning Imprivata products. He/she will provide the primary point of contact to the customer for all technical support needs. In addition, he/she will be responsible for ensuring that the customer reaches the right person inside of Imprivata if the nature of the call so dictates. This position will also require travel to customer sites to troubleshoot issues.


It is vital to overall customer satisfaction that the STSE is able to build a productive relationship with the customer in order to facilitate overall customer-care and the resolution of any issues. In the case of escalations, the STSE is responsible for owning the call from initial receipt to overall completion, even if the call requires more time from other Imprivata staff outside of the call-center. The STSE will play a key role in call center process definition and systems implementation as Imprivata grows this function.


In addition to the call-center duties, the STSE is responsible for ensuring that all customer support contact information, installed base and customer support case histories are kept up-to-date. They are also responsible for providing support on Imprivata server system used in the selling effort - such as demo servers, customer evaluation servers, and customer hosted servers.



KEY RESPONSIBILITIES

Respond to calls, e-mails and web-form support requests from customers at the call center.

Log and track pertinent customer contact and support-request information.

Resolve technical problems with customer directly.

Perform any necessary testing in order to reproduce problems.

Document solutions in a re-usable way.

Maintain complete support contact records for each customer/prospect

Peer training.

Provide support for Sales & Marketing Imprivata server systems.

Work Closely with IT organization to maintain support infrastructure and systems.



KEY REQUIREMENTS

Bachelors degree in a technical discipline or equivalent combination of education and experience.

4-6 years experience in IT, Support, Consulting or Software Development.

Must have significant experience in software support.

Previous experience traveling to customer sites to troubleshoot issues.

Troubleshooting and enhanced deductive reasoning skills.

Customer service skills and a good understanding of customer care.

Experience with support CRM systems.

Strong communication skills (verbal and written).

Strong Windows Active Directory server administration experience (in a networking environment).

Knowledge of internet networking protocols.

Complex application support in interdependent environments.



PREFERRED SKILLS

Technical/configuration knowledge of one or more of the following: Novell eDirectory, Novell Netware, Citrix, RSA Ace Server, Secure Computing.

Experience with single sign on, identity management, or provisioning applications.

Knowledge of SMS, LANDesk or other client push technologies.

Experience with a procedural or object-oriented language such as C, JAVA, C++, VB, or VBA.

This is a new position.. created because our group manager was getting pulled on site for political/technical issues. My understanding is that you'll be expected to fly about 30% of the time. The remaining time you'll be in the Lexington Office and spending time doing what the rest of us support guys do.


A general description of the support group.
Presently we are 7 deep in the US and 1(soon to be 2) in the UK.
We're a pretty laid back group, lots of joking around and typically good humored fun. Everyone is pretty helpfull.. best place I've worked yet.


Please email me your resume if you are QUALIFIED.. and interested.
james.helbling AT gmail.com
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Old 10-10-2007, 01:49 PM   #2
imprezaowner27
Scooby Specialist
 
Member#: 131299
Join Date: Nov 2006
Chapter/Region: NESIC
Location: MA
Vehicle:
2006 Impreza
Aspen White

Default

i speak 3 languages, understand about 6

hire me and give me money
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Old 10-10-2007, 02:36 PM   #3
Fish
RIP Sirkbac
 
Member#: 869
Join Date: Feb 2000
Chapter/Region: NESIC
Location: Nashua NH
Vehicle:
1987 GPZ-750 TURBO
90' MX-5/11' DGM STi Sdn

Default

pig latin doesn't qualify.
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Old 10-10-2007, 02:51 PM   #4
Matt K
NASIOC Supporter
 
Member#: 45204
Join Date: Oct 2003
Chapter/Region: NESIC
Location: you are so complex
Vehicle:
16 you don't
respond to danger

Default

Quote:
Originally Posted by imprezaowner27 View Post
i speak 3 languages, understand about 6

hire me and give me money
while impressive, that alone doesn't really qualify you for much more than a job as an interpreter...
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Old 10-10-2007, 03:10 PM   #5
DNut
Scooby Specialist
 
Member#: 151739
Join Date: Jun 2007
Chapter/Region: NESIC
Location: Stoughton, MA
Default

Good luck with the hiring!

I work for a company that also does SSO as well as a few other things. Definitely a cool thing if it's implemented properly.

Last edited by DNut; 10-10-2007 at 03:33 PM.
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Old 10-10-2007, 03:45 PM   #6
Jack
Add Lightness
Moderator
 
Member#: 13699
Join Date: Dec 2001
Chapter/Region: NESIC
Location: Hopkinton, MA
Vehicle:
2007 Lotus Elise
(From General)

Default

I can program in pdp-8. I'm a hardware guy.....we just yank out the power cord. No pansy on/off switch. Laptop? Ha. Yank out the battery. I'll give you an orderly shutdown Mr. Gates.

Buy me a cookie.

jack
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Old 10-10-2007, 03:59 PM   #7
imprezaowner27
Scooby Specialist
 
Member#: 131299
Join Date: Nov 2006
Chapter/Region: NESIC
Location: MA
Vehicle:
2006 Impreza
Aspen White

Default

Quote:
Originally Posted by Fish View Post
pig latin doesn't qualify.
\

lol, make it 4 and 7, no seriously lol

Quote:
Originally Posted by Matt K View Post
while impressive, that alone doesn't really qualify you for much more than a job as an interpreter...
i know, im actually going be learning sign language soon, im applying for MA state police, or just town police, and it should be a big help, plus im latino haha so if i get a low score on the civil service exam, it wont really matter THAT much
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Old 10-10-2007, 05:30 PM   #8
MorallyBass
Scooby Newbie
 
Member#: 58094
Join Date: Mar 2004
Chapter/Region: NESIC
Location: Somerville, MA
Vehicle:
2004 WRX STi
WRB

Default

haha, I wrote portions of Ace Server, does that count?
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Old 10-11-2007, 03:13 PM   #9
Fish
RIP Sirkbac
 
Member#: 869
Join Date: Feb 2000
Chapter/Region: NESIC
Location: Nashua NH
Vehicle:
1987 GPZ-750 TURBO
90' MX-5/11' DGM STi Sdn

Default

Ace of Base server?

Come on peoples.. submit resumes..

ps. referral bonus.. whee!!! big money no whammys... STOP!
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Old 10-25-2007, 02:32 PM   #10
Fish
RIP Sirkbac
 
Member#: 869
Join Date: Feb 2000
Chapter/Region: NESIC
Location: Nashua NH
Vehicle:
1987 GPZ-750 TURBO
90' MX-5/11' DGM STi Sdn

Default

bhump
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Old 10-25-2007, 03:28 PM   #11
MYfirst00
Scooby Specialist
 
Member#: 22928
Join Date: Aug 2002
Chapter/Region: NESIC
Location: Fitchburg, MA
Vehicle:
2011 WRX
Satin White Pearl

Default

Do they frown upon tier 1 people saying "hold on, let me transfer you to tier 2" within the first 15 seconds of every call? If not, I'm game.
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