Technical Support - Customer Service

Member of customer service team providing technical assistance and training support for Product Support, Engineering, Sales staff and customer base. Serve as source of technical information for all corporate personnel. Provide team members and management with customer support call summaries and alert the team of potential problems or conflicts. Provide technical support to clients.

Responsibilities

• Manage the technical aspects of telephone and onsite support. Provide technical support to MultiGen Inc. end-users by coaching them through problems and assisting them with new capabilities. This includes customer call entry, follow-up and resolution
  
• Work with Engineering and Quality Assurance staff to ensure that customer calls are resolved in a timely and efficient manner. This includes entering customer calls into a request tracking system when calls are related to software bugs or enhancements. Follow-up with Engineering and Quality Assurance staff to ensure that customer needs are addressed.
  
• Provide product training in-house and at customer sites

Minimim Requirements

• BS or MS Computer Science, Graphics Arts or equivalent education or experience
• Experience in a presales or postsales support organization
• Experience with 3D graphics
• Professional phone manner
• Detail oriented and excellent follow through skills

Preferred Requirements

• Experience with realtime 3D
• Experience with SGI and NT platforms
• Experience working with Engineering and Quality Assurance

Style

• Must exhibit good interpersonal skills to communicate effectively with corporate team members and clients
• Must work in a positive and supportive manner as a team member
• Must have a positive and professional phone manner
• Must be self-motivated and work extra hours and/or inconvenient times as the job requires
• Must be flexible and willing to perform unrelated job functions