Software Technical Support Representatives
Job description
Silver Spring Networks (SSN) is hiring Software Technical Support Representatives in our Redwood City, California office.
We are a venture-backed company that has gained solid traction with electric, gas and water utility companies and suppliers worldwide. Using open, standards-based networking infrastructure technologies, we build hardware and software products that extend utility companies. networks to the customer's location to gather and send information in real-time. This enables critical command, control, and information functions, helping our customers meet the demands of a changing business climate, without imposing on the environment by building more power plants.
What you will be doing:
Silver Spring Networks is looking for experienced software technical support representatives to scale up our Customer Support organization. The Company and our customer base are growing significantly and it is essential that we have the capacity to provide outstanding customer service.
You will be part of a small but growing team and report to the Customer Support Manager. We need people who can learn quickly and are looking for room to grow. Because of the nature of our product, you will support a relatively small number of large customers, allowing you to develop more personal customer relationships.
Current support shifts are M-F, either 6:00am-2:30pm or 10:00am-6:30pm. You will also be required to share “on-call” duty for emergency problems outside of support hours (for example, carry a pager 1 week per month). Emergency calls should be rare.
Essential Functions:
- Provide e-mail, web-based, and telephone technical support to our utility company customers
- Own support cases from start to finish, consulting others as necessary
- Proactively monitor each customer instance of our application to look for issues
- Become an expert in using our application and develop some understanding of how the application works at a lower level
- Perform in-depth diagnosis and gather as much information as possible to assist others with diagnosis
- Log and document all issues in our CRM system, updating cases as needed until resolved
- Provide regular updates to customer as needed until case is resolved
- Recognize issues that must be quickly escalated to Engineering
- Manage case load to meet defined service levels
- Submit bug reports and product enhancements in Engineering bug database (Bugzilla)
- Train new support representatives
- Create Knowledge Base Articles
- Help improve customer support methods and processes
Qualifications
- Minimum of 2 years Technical phone support / Help Desk / Call Center experience in a technical service related industry
- Very strong problem-solving skills
- Familiarity with Windows and browsers
- Working knowledge of Linux/Unix
- Familiarity with CRM or Helpdesk case management systems
- Prior experience with client/server applications and relational databases
- Basic understanding of networking and IP
- Excellent people skills and customer service orientation
- Ability to explain complex concepts simply
- Strong organizational skills (punctuality and timeliness a must)
- Ability to multi-task and to prioritize daily workload
- Attention to detail, follow-through
Skills Desired:
- Ability to write SQL select queries
- Extensive Unix/Linux experience
- Experience with SOAP / Web Services
- Web technology: HTML, JBoss, ASP, IIS, SSL, XML
- Experience with RF networking
- Experience with utility companies (electric, gas, water)
- Knowledge of Java / JBoss
- Knowledge of PHP
This position requires a two or four year college degree in a technical field with a minimum of two to five years experience.
How to apply
Qualified candidates should email their resume to hr@silverspringnetworks.com, referencing your name and job in the subject line.