Job Description:
Technical Support Analyst
Epsilon International
Sydney, Australia
Responsibilities:
- This is a junior technical support position that provides quality and responsive post implementation technical support to Epsilon International Email customers.
- Provide professional, courteous and prompt technical support for Epsilon International Email products, liaising with other EI Departments to provide two way communication on customer issues. This should include problem prioritization, analysis and resolution of issues. The result should be high level of customer satisfaction
- Work with the EMT effectively on complex technical issues, in order to provide regular updates and a timely resolution to the customer.-Actively track and manage client interactions by logging all customer contacts in EI's case tracking system.
- Where appropriate outline the key steps to resolution of a problem and communicate to the customer via frequent and regular status updates.
- Acquire and maintain knowledge relevant to the job including EI product offerings, current support policies and procedures and methods of support delivery, in order to provide technically accurate solutions to customers
- When required, escalate customer issues via established escalation processes
- When required, participate in weekend and after-hours support coverage, including P1 pager duty on a regularly scheduled rotation of responsibility.
- Consistently instruct internal and external customers on resources available for self-help e.g. Knowledge Base, Learning Center, and User Documentation
- Leverage the internal and external knowledge base for prompt and accurate resolution of basic technical issues. Ensure that information about any solution that was not easily found in the KB is passed on appropriately.
Requirements:
- A minimum of 6 months continuous experience working in a client facing technical customer support (help desk, call center) environment, preferably supporting Internet based products
- IT or industry certification is desirable
- Demonstrates Strong written and verbal communications skills in English
- Demonstrates effective customer call / contact management skills in line with "Rules of Engagement"
- Actively acquires the skills knowledge and abilities to meet job requirements and actively seeks out assistance from peers and demonstrated willingness to receive constructive feedback
- Uses all available tools and resources and learns from experiences and changes behavior.
- Demonstrates flexibility in sharing team work load, including variable shift times and after hours pager duty when required
- Works tolerantly and positively with people with different work styles to meet team goals
- Works well with a diverse or multi-disciplinary group to achieve a common goal
- Balances personal gain with group goals
- Responds in a timely manner to the needs of the customer
- Manages customer expectations in terms of service level and communications
- Finds a resolution that is satisfactory to the customer
- Anticipates needs of the customer where reasonable
- Continuously displays positive, professional behavior towards internal and external customers
- Manages work flow and maintain a "sense of urgency" in accordance with customer needs / work flow
- Demonstrates Clear ability to complete and follow up on projects and other work
- Adapts to a changing environment
- Competent skills of HTML
- Working knowledge of DNS
- Proficient in OS (98, 2000, XP, NT) and Browsers.
- Awareness of DHTML, Flash, Javascript, Java
- Knowledge or 6~12 months exposure to UNIX/Linux, Internet protocols (TCP/IP, HTTP, FTP; SMTP; Security), Web servers,
- Knowledge or 6~12 months exposure to SQL/Understanding of relational databases, Access, Oracle, SQL Server
- This role requires the employee to support customers by phone and email in English
- Second Asian language (Chinese, Japanese, Korean) desired but not essential
Company Information:
Epsilon International (www.epsilon.com/international) is a leading provider of multi-channel, data-driven marketing technologies and services. Through its combination of client-centric marketing solutions, Epsilon International helps leading companies and organizations understand, measure, manage and optimize their customer relationships. The organization's end-to-end suite of integrated services includes strategic consulting, creative, data, database and loyalty technology, analytics, email and direct marketing distribution services. These provide a platform for customers to produce multi-channel marketing programs that generate measurable results throughout their customer life cycles.
With local offices in the Australia, China, Hong Kong, Singapore, U.K., France, and Germany, Epsilon International is an operating unit of Epsilon (www.epsilon.com). Founded in 1969, Epsilon is headquartered in Dallas, and comprises five major business services groups including Strategic Database Services, Interactive, Agency and Direct Services, Data, and Retail Solutions. Epsilon works with more than 2,200 blue-chip brands world-wide. Epsilon is an Alliance Data company.
Contact Information:
jobs@epsilon.com
1-800-309-0505.
Sydney, Australia
www.epsilon.com
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