Technical Support Analyst
Location: San Mateo California
Description: Keynote Systems is in need of Technical Support Analyst right now, this vacancy will be placed in California. Detailed specification about this vacancy opportunity please read the description below. Keynote Systems, Inc. (NASDAQ: KEYN) is the global leader in Internet and mobile cloud testing and monitoring. Before the term “SaaS†was invented and marketing people labeled everyt! hing online as “the cloudâ€, Keynote was already helping companies improve the connected experience for web and mobile users around the world. Founded in 1995, Keynote Systems is the pioneer in developing on-demand, cloud-based solutions that help our customers assure the online experience in five areas: mobile testing and monitoring, web performance monitoring, web load testing, web privacy monitoring, and real user experience testing. With a global network of more than 7,000 measurement systems and mobile devices, in 260 locations and 187 countries, collecting over 800,000,000 measurements every day, we can provide a level of performance detail on a global scale that is unmatched in the world.
Through our award-winning products, our growing number of 3,000 corporate customers rely upon Keynote to help them become “the best of the bestâ€â€¦and we expect no less from those looking to join our team. Our testing, monitoring and measurement products and services! are used by some of the largest and hottest online portals, e! -commerce sites, B2B sites, mobile operators, and mobile infrastructure providers including: AT&T, Best Buy, Disney, eBay, E*TRADE, Expedia, FedEx, Google, and Microsoft. With Keynote, these companies know precisely how their mobile apps and web applications perform on actual browsers, networks, and mobile devices from around the world.
We have an immediate opening for a Technical Support Analyst in our San Mateo, California headquarters.
Reporting to the Senior Director of Customer Operations, the Technical Support Analyst is responsible for customer training, technical publications and writing, and for the accurate and timely response to inquiries surrounding the use of Keynote products through technical support and diagnostic services.
As a member of the Keynote Diagnostic Services group, works in a world-class analytical database environment, helping to research and solve some of the most interesting and important issues faced by Keynote’s l! argest and most important customers, as they apply Keynote's services to their day-to-day operations. Beyond KDS support, supports the sales team and covers when a solution consultant is unavailable.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Responsibilities:
Communicating with customers typically by phone or email regarding customer needs or issues, and entering information into support information system to effectively manage and track inquiries
Researching customer-reported issues through hands-on testing, knowledge base searching, and contact with colleagues and other resources, and responding appropriately. Recording research results for the benefit of customers and staff
Creation and maintenance of custom scripts for Keynote’s internet customers
Assisting in recor! ding, testing, and troubleshooting difficult transaction scripts
Pr! oactive monitoring and troubleshooting of customer internet monitoring scripts
Maintaining open lines of communication with Keynote's Product Management, Engineering, and Operations staff to effectively resolve bugs and service issues
Advising management on product development and operational issues identified through contact with customers
Ability to support the sales team to back up solution consultants when needed
Assist with escalations from other members of the Customer Operations team
Working in an on-call rotation for 24x7 customer support
Requirements:
Two or more years of experience in an internet technology support or sales engineering position
Bachelor’s degree in Computer Science, Engineering, or equivalent experience
Basic knowledge of internet technologies and protocols such as HTTP, FTP, TCP/IP, IM, and email.
Ability to troubleshoot Internet and issues from the end user to host, including an understanding! of carrier networks, proxy servers, and router technology
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If you were eligible to this vacancy, please email us your resume, with salary requirements and a resume to Keynote Systems.
If you interested on this vacancy just click on the Apply button, you will be redirected to the official website
This vacancy starts available on: Sat, 20 Apr 2013 08:01:09 GMT