Fiberlink wants urgent "Technical Support Representative"

About Fiberlink
Fiberlink is the leading provider of secure mobile workforce solutions for the enterprise that enables secure,
cost-effective global connectivity for mobile workers and remote offices. Riding on the strength of our strong
offerings we have been able to build an impressive customer list like General Electric, Bank of America etc.
We have been recognized by industry analysts as an innovator and leader in the mobile and remote access
services market.

Title: Technical Support Representative
This person will work with our customers to provide technical instructions and solve problems relating to Fiberlink
provided products and services via telephone and email in Help Desk/Support environment. The ideal candidate will
offer strong customer service skills coupled with technical ability and a logical though process.

Responsibilities:

Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions,
troubleshoot and resolve specific product related issues while maximizing customer satisfaction.

Respond to, resolve and document all incoming cases reported by customers via telephone, web, and other
support channels as required.

Provide assistance with explanation of product features, installation and configuration and deployment of product
upgrades and software patches.

Conduct independent research in order to find solutions to customer reported problems. As appropriate, escalate
cases to Engineering and track cases through closure.

Prepare solution documents, how to documents, FAQ’s, and other support documents for inclusion in
the Fiberlink knowledge base.

Skills Required:

Minimum 2-3 years in a similar role

Excellent verbal and written communication skills.

Ability to analyze, interpret and create technical service manuals and technical bulletins.

Display dependable, punctual and professional demeanor.

Ability to respond to customers with clarity, patience, understanding, and courtesy.

Strong problem solving skills

Ability to work independently as well as in a team environment

Bachelor degree in Information Technology field or equivalent combination of education and relevant experience.

Knowledge of the following is a plus but not required:
802.1x, EVDO, GPRS, Personal FW, Antivirus, Data Encryption, Networking, IPSec VPN, SSL VPN, RADIUS.

l send your resume to resume.itedge@gmail.com with job code in the subject line as "Fiberlink - TSR". Note : Resume without jobcode will not be processed.