As a member of our Customer Support team, you will provide technical support primarily to our enterprise customers who are working to implement Coradiant solutions. You will be the primary interface between Coradiant and our customers and you will with Coradiant's QA department to ensure all problems are resolved with the highest levels of customer satisfaction through quick and thorough turnaround on customer issues.

Responsibilities:

• Coordinate with the Client Services team, and the staff in quality assurance to resolve complex customer problems


• Respond to customer inquiries, via email and telephone


• Properly document all customer interactions and troubleshooting actions into the ticket tracking system


• Manage, troubleshoot, and respond to open issues to ensure appropriate resolution time


• First line of contact for support


• Proactively identify, record and revise current procedures to improve customer satisfaction


• 10% business travel

Requirements:

• 2-5 years of technical support or customer facing work experience


• Strong verbal agility and fluent written communication skills (English)


• Setup and operation of TCP/IP networking on Linux or Unix systems


• At least 2 years of related software and hardware experience


• Hands-on technical skills


• Inquisitiveness to learn new products and ideas


• Tack-sharp analytical and problem solving abilities


• Professional telephone etiquette


• Strong skills in customer service

The successful candidate will possess a few of the following assets:

• Experience in enterprise and public data centers working with firewalls, load-balancers, switches, routers, reverse proxy caches, and traffic shapers


• Familiarity with the installation and configuration of Linux or Unix operating systems


• Ability to diagram and explain complex, highly available multi-tiered network topologies


• Experience working with database solutions (Oracle a plus)


• Familiarity with mission-critical, multi-tiered web applications such as those that run on WebSphere, WebLogic, -Microsoft IIS, ATG Dynamo, or Oracle 8i


• Familiarity with load-testing and traffic generation including hosted synthetic testing (Keynote, Gomez, ActiveWatch) and load generation (Mercury LoadRunner, Rational Robot, Empirix, SilkTest)


• Familiarity operating Business Intelligence and/or Reporting solutions


• Familiarity with network monitoring via SNMP and enterprise management platforms such as HP Openview, IBM Tivoli, BMC Patrol, Concord e-Health, Mercury Topaz, and CA Unicenter


• Experience with high-traffic web services, including capacity analysis, monitoring, and change management.