Posted by: "Jon Landau" JLandau@webroot.com
Technical Support Operations Specialist
Webroot Software is seeking a Technical Support Operations Specialist to
join our Global Technical Support Team. The ideal candidate will be
someone who has extensive experience handling administrative tasks for
several different applications. As a member of the technical support
operations team the operations specialist will work with the Technical
Support Operations Manager, Global Technical Support Managers and
Agents, BI, and many other internal groups, to help drive and support a
world-class Global Support organization. This individual will focus on
standardizing analytics and business processes, as well as
administration and support for multiple Technical Support applications.
Specific responsibilities and requirements include:
RESPONSIBILITIES
* Design, create and maintain a consistent method of reporting and
metrics for all Support teams. Work with Technical Support Managers to
ensure their reporting requirements are satisfied.
* Create, change and maintain workflow, business rules, analytics
and core functionality of CRM. Evaluate and implement enhancement and
change requests.
* Day-to-day administration of various Support tools, including
the Citrix suite of solutions, Sharepoint, instant chat and LMS
(learning management system)
* Build and maintain operations documentation, as well as
implement and manage a consistent process for change requests and
control. Work closely with Technical Support Managers to define and
create standardized operations-related processes.
* Provide support and training for these tools to Trainers,
Supervisors, Agents and regional operations SMEs
* Scope, test and review new applications or solutions for
Support. Regularly evaluate current solution set and identify areas for
improvement or opportunity.
REQUIRED SKILLS AND EXPERIENCE
* 3-5+ years of experience with database or CRM administration
* 3-5+ years of experience working in a technical support or
helpdesk role
* Bachelor's degree in an Information Systems field, or equivalent
experience
* SQL experience strongly preferred
* Experience with Salesforce.com strongly preferred
* Some experience with the Citrix solution set, Sharepoint,
Rainmaker LMS and/or instant chat solutions preferred
* Experience doing systems integration, specifically API
integration
* Strong documentation and writing skills with experience drafting
and maintaining operational documentation
* Understanding of CRM best-practices and change control
* Exhibit technical problem-solving skills with ability to resolve
issues
* Must be able to work independently in a fast-paced environment,
takes initiative
* Strong communication skills, ability to manage multiple projects
at one time and meet aggressive deadlines
* Ability to travel, international and domestic, a plus
If you would like an opportunity to work with this widely recognized
worldwide leader in technology security, send your resume to
jlandau@webroot.com
Principals only- no third parties, please. Webroot Software, Inc. is an
Equal Opportunity Employer.
About Webroot Software
Webroot
industry-leading Internet security solutions for consumers, enterprises
and small and medium businesses worldwide. Webroot products consistently
receive top review ratings by respected third parties and have been
adopted by millions globally. In addition to our award-winning business
and consumer software, Webroot now protects enterprises with Webroot(r)
Security Software-as-a-Service (SaaS). Webroot Web Security SaaS and
Webroot E-Mail Security SaaS are subscription-based services that
provide on-demand web, email and archiving solutions, giving
organizations a flexible and cost-effective alternative to on-premise
security.
Jon Landau | Recruiting Director
__________________________________
Webroot
2560 55th Street
Boulder, CO 80301 USA
Phone: 303.450.5989
E-mail: jlandau@webroot.com
Web: www.webroot.com
