Technical Support Engineer

The Opportunity

If you have drive, enthusiasm, and a passion in helping people succeed using technology as a driver in their business success then we want to hear from you. Insight Direct is growing our customer service and technical support team to meet increasing demand.

You will love working at Insight Direct, named by Boston Business Journal in 2008 as one of the Best Places to Work. You will also love the customers you get to help every day; small and medium sized business owners looking to further their quest for the American Dream, owning and operating a successful and profitable business.

This position will play a key role in the growth of our company. The work you do every day will make a difference in our ability to grow and retain market share and assist customers in fully realizing the potential of our software and then in continuing to have a positive experience. The right candidate will be passionate about providing world class customer service, and in troubleshooting complex problems.

Primary responsibilities will include:

• Ensuring customer satisfaction with ServiceCEO and Insight direct
• Providing tier two phone, email, and live chat support to customer inquiries on technical support problems and training questions
• Troubleshooting problems and providing solutions using specific product knowledge
• Demonstrating a consistent sense of urgency and following up on open issues to ensure timely resolution
• Developing knowledgebase and training materials to streamline processes

• Confident self-starter who can work well under pressure in a fast paced environment
• Experience resolving complex software application inquiries
• High energy, dedicated and passionate, you enjoy coming to work to achieve goals
• Compassionate - you enjoy teaching and helping people
• Highly intelligent, book and street smart - Bachelors degree with GPA 3.0 or better
• Can work well in a team environment and respond to coaching
• Accurate and effective communication skills (verbal, written, interpersonal). Ability to present technical concepts in common language
• Creative problem solving and analytical skills
• Expert computer skills, including Windows Server 2003 and 2008, XP, Vista, Microsoft Office. Experience with Microsoft SQL Server 2005, including experience with database management tools, and ability to write SQL statements
• 1-2 years related experience required

• Tell us why you believe you will be successful here supporting ServiceCEO?
• Where do you see yourself in your career in 5 years?
• What is your biggest professional achievement to date?
• What technology do you find essential to your daily life?
• What volunteer work if any are you involved in?

(Job posted 1/26/10)

Customer Service Representative

The Opportunity

If you have drive, enthusiasm, and a passion in helping people succeed using technology as a driver in their business success then we want to hear from you. Insight Direct is growing our customer service and technical support team to meet increasing demand.

You will love working at Insight Direct, named by Boston Business Journal in 2008 as one of the Best Places to Work. You will also love the customers you get to help every day; small and medium sized business owners looking to further their quest for the American Dream, owning and operating a successful and profitable business.

This position will play a key role in the growth of our company. The work you do every day will make a difference in our ability to grow and retain market share and assist customers fully realize the potential of our software.

Primary responsibilities will include:

• Ensuring customer satisfaction with ServiceCEO and Insight direct
• Providing front line phone, email, and live chat support to customer inquiries on technical support problems and training questions
• Documenting customer support tickets in ticketing system and escalating when necessary
• Supporting tier two engineers in clarifying customer requests and gathering additional information
• Prioritizing customer requests and following up on open issues to ensure resolution

• Customer-focused
• Confident self-starter who can work well under pressure in a fast paced environment
• Experience implementing and supporting software solutions requiring diverse setups
• High energy, dedicated and passionate, you enjoy coming to work to achieve goals
• Compassionate - you enjoy teaching and helping people
• Highly intelligent, book and street smart - GPA 3.0 or better
• Can work well in a team environment and respond to coaching
• Accurate and effective communication skills (verbal, written, interpersonal)
• Strong Computer Skills (Microsoft Office Suite, Internet Savvy)

• Tell us why you believe you will be successful here supporting ServiceCEO?
• Where do you see yourself in your career in 5 years?
• What is your biggest professional achievement to date?
• What technology do you find essential to your daily life?
• What volunteer work if any are you involved in?

(Job posted 1/26/10)

Director, Customer Support – San Francisco, CA
OpenTable, Inc.

About OpenTable
OpenTable is the leading supplier of reservation, table management and guest management software for restaurants. In addition, the company operates www.opentable.com, the world's most popular website for making restaurant reservations online.

With more than 11,000 customers throughout the United States, Canada, Mexico, United Kingdom, Germany, France, Spain and Japan, the OpenTable hardware and software system replaces pen-and-paper at the host stand. It automates the process of taking reservations and managing tables, while allowing restaurants to build robust diner databases for superior guest recognition and targeted e-mail marketing.

For diners, concierges and administrative professionals, the website provides a fast, efficient way to find available tables that meet desired criteria for cuisine, price and location at a specified time. Reservations are free and can be made around the clock. The website is directly connected to the thousands of computerized reservation systems at OpenTable restaurants. Search results reflect actual, "real-time" availability and reservations are immediately recorded in the same electronic reservation book used by the maitre'd.

Responsibilities
Reporting to the Senior Vice President of Operations, the Customer Support Director will have overall responsibility for maintaining high satisfaction for our existing customers when they require technical assistance, have questions about our service, or are providing feedback to the organization.

Under minimal direction in the form of general objectives and financial goals, the incumbent will:

• Provide OpenTable customers top quality customer service and technical support (email and phone)
• Maximize the performance of an outsourced customer support partner
• Negotiate contracts and manage relationships with any service providers to the contact center
• Put processes in place to measure key metrics and drive their improvement
• Instill a culture of continuous process improvement and enthusiasm for delighting customers
• Improve processes that keep restaurants online and keep restaurant data backups current
• Lead the contact center in projects to improve the reliability and security of the restaurant network
• Work with Product Management and Engineering teams in using technology to reduce the need for OpenTable customers to call/email for support
• Create processes and tools that facilitate rapid organizational learning and staff development
• Coach and support contact center agents to improve customer service skills and technical expertise
• As the team's leader, build cross functional awareness of the challenges in customer support
• Represent the contact center in cross-functional initiatives that may have customer care ramifications
• Participate and contribute as a member of the senior operations staff

• 7-10 years management experience in technical support and call center management
• Superior negotiating skills
• Proven ability to build a high-performance organization
• Excellent communication skills: written, verbal and presentation
• Proven training/coaching experience in a technical service environment
• Demonstrated analytical and planning skills
• Knowledge of Windows O/S and TCP/IP networking environment
• Demonstrated ability to lead as well as be a part of a team
• Familiarity with technology relating to customer service and email support
• Demonstrated ability to move fast in an unstructured environment
• Proficiency with Microsoft Excel
• Bachelors degree or equivalent

(Job posted 12/21/09)

Technical Support Engineer – Waltham, MA

A Waltham, MA - based security software company is looking for an experienced technical professional to join our Product Support team. The ideal applicant will be highly-motivated, self-directed, well organized, articulate, and a team player. The Technical Support Engineer is responsible for receiving and troubleshooting second-tier support requests from our customers based upon technical understanding of the relevant product platform and general understanding of the customer’s environment and use case. The Technical Support Engineer focuses on resolving customer problems directly and in conjunction with Product Support and Engineering staff. He/She will install, configure, test, and troubleshoot software and network systems that may be necessary to reproduce and analyze the customer's problem. The Technical Support Engineer plays a vital role in maintaining a working solution for our customers and guaranteeing customer satisfaction.

Responsibilities and Duties

This customer-facing position takes primary responsibility for product support with existing and prospective customers. The candidate must fully understand the entire product line and the environment in which it is deployed. The ideal candidate must effectively interact with Engineering, Product Management, Professional Services, Sales, and Marketing in the course of problem resolution, as well as providing regular updates to customers. The successful candidate will provide efficient resolution of customer issues in accordance with published service levels.

Job Qualifications – Minimum Requirements

• 2 or more years of professional exxperience in a technical support capacity at an enterprise software company
• Technical undergraduate degree or equivalent experience
• Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers, and to effectively document descriptions, status, and information in a well-organized manner
• Ability to help create documentation, procedures, and tools that maximize information while minimizing customer effort
• Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals
• Ability to analyze customer problems and requirements and propose custom technical solutions.
• Ability to troubleshoot software, hardware, and network defects in a distributed application environment with complex messaging between components utilizing multiple network segments and servers
• Ability to operate Microsoft technologies: Windows 2000, 2003, and 2008 servers including IIS and .NET, SQL Server 2000 and 2005, Active Directory, Exchange 2000 and 2003, Rights Management Services (RMS), SharePoint, and workstations running Windows and Office 2002 or greater
• Technical understanding of enterprise security and systems administration including operating systems, network infrastructure, 3-tier architecture, directory services (AD and LDAP), business processes, authentication, encryption and system administration of Microsoft and messaging platforms.
• Basic level of programming experience particularly at the script level (e.g. VB, Java, HTML, XML, perl)

• Previous experience at a start-up company in the early high growth stage
• Previous experience as an IT Desktop Technician or System Administrator
• Knowledge of security software products such as firewalls, reverse proxies (e.g. ISA), IDS and PKI.
• Knowledge of Web and Application Servers, Web services (especially .NET), database systems, ODBC, Windows applications and MS SQL Server
• Microsoft certification achieved or in progress

(Job posted 10/5/09)