Technical Customer Support

j2 Cloud Services, LLC.
Hollywood, CA
Mar 08, 2017
Jobs Outside Higher Education
Software & Technology
Institution Type
Outside Academe

Job Description

We are seeking a Technical Customer Support to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues.

Job Summary:
Manage a diverse and complex scope of support issues directly related to the use, support and implementation of Server backup and recovery.

Job Duties:
  • Provide customer support and technical issue resolution via phone, e-mail, and other electronic medium.
  • Implement and manage the SugarSync® and KeepItSafe® solutions for direct and indirect customers.
  • Troubleshoot problems backing up and restoring with customer and take or suggest corrective action.
  • Log tickets, defects, enhancements with enough detail to be understood and resolved by others.
  • Prioritize issues and manage time effectively, taking accountability for resolving customer issues
  • Perform timely escalation of support related issues to various departments for further analysis and resolution
  • Attempt first call case resolution, software/network troubleshooting and proactive support services
  • Work well in a team and provide team members support and guidance when required.
  • Share best practices with other team members to enhance the quality and efficiency of global support services.
  • Effectively interact with other members of the team to provide solutions to complex technical issues.
  • Perform other duties as requested and within areas of expertise

Job Requirements and Experience:

  • To perform this job successfully, an individual should have knowledge of a broad range of software and hardware infrastructure technologies.
  • 1-3 years of experience in technical software support, providing ticketed phone and email support
  • Excellent customer service skills (verbal and written).
  • Aptitude for solving problems and acting on own initiative.
  • Advanced networking and server troubleshooting skills.
  • In-depth technical knowledge of Windows desktop and server operating systems.
  • General or above average knowledge of Windows Server administration including Active Directory, Group Policies, Volume Shadow Service (VSS), and system registries .
  • Working to above average knowledge of Apple OS and Linux.
  • Basic understanding of concepts of Security, Encryption, Compression, Cloud, and OS File Systems.

Preferred Skills
  • Experience with backup & recovery platforms
  • Experience with planning or executing system and site recoveries
  • Working to above average knowledge of VMware, HyperV, and Storage environments
  • General or above average knowledge of database technology including MS Exchange and MS SQL Server

j2 Cloud Services is an Equal Opportunity Employer.

We are located in Hollywood and offer:
  • Competitive Salary and Bonus
  • Medical, Dental, and Vision Insurance
  • Life Insurance and 401k
  • Paid Time Off and Paid Holidays
  • Paid Parking or Transit Reimbursement

Hollywood, CA


Mon, 27 Feb 2017 14:55:54 PST