Job Profile

Providing first level support to customers
Providing support to authorised resellers, distributors, internet service providers, end-users, prospects and internal employees
Effectively and professionally communicating with customers via telephone, email, and web
Making certain that all customer issues assigned are properly administered.
Following established department protocols for escalation of issues that, for technical or customer management reasons, cannot be resolved within the confines of standard Support guidelines or resources.
Good understanding of basic TCP/IP networking, XP, Win2000, NT, Win9x setup and administration, PC hardware architecture, and setup and configuration of current products
Good working understanding of WAN protocols such as PPP (including PPPoE), DHCP, Frame Relay
Familiarity with security protocols such as the IPSec protocol suite and Microsoft's PPTP which are almost universally used by customers
Knowing and assisting customers
Setting up and configurating, maintaining and integrating common third party products
On more complex issues that require in-depth research, responsible for coordinating testing with support engineering, or as workload permits, conducting such testing on your own.
Resolving the customer issue with the assistance of team resources. If the customer issue can not be resolved, responsible for properly escalating the issues to Support Engineers and/or management.

Candidate Profile Technical Support Representative

Must be Italian and English
High School Diploma or equivalent required
Bachelor Degree and/or equivalent professional training certifications preferred
Previous technical support/customer services experience
Must have 1 -2 years experience with troubleshooting TCP/IP, Security products, Win95/98/NT, Linux, Internet Applications, WAN protocols such as PPP (including PPPoE), DHCP and Frame Relay
Good understanding of basic TCP/IP networking, XP, Win2000, NT, Win9x setup and administration, PC hardware architecture, and setup and configuration of current products
Good working understanding of WAN protocols such as PPP (including PPPoE), DHCP, Frame Relay
Familiarity with security protocols such as the IPSec protocol suite and Microsoft's PPTP which are almost universally used by customers
Excellent communication skills both written and verbal as well as excellent organizational skills
Must have valid passport in order to travel to the USA on short notice