Service Engineer (Waltham, MA)

Overview:
The Venyu Client Services Team (CST) Service Engineer's (SE) primary role is to provide technical customer support to clients, potential clients and internal associates with the objective of supporting corporate goals of on-going client satisfaction. The ideal SE candidates possesses data protection industry experience and technical knowledge and a strong customer focus. Other high tech technical support experience is highly valued.

Primary Responsibilities:

• Develop and maintain core competency on Venyu's entire product line and technologies
• Respond to and track in SalesForce all client requests by phone and email,fielding inquiries in a timely and effective manner
• Provide on-line installation and post-installation support including follow-up for new clients and prospects
• Deliver on-going technical support and service pre- and post-sales for Venyu clients that generates client loyalty
• Evaluate client concerns and resolve problems to the client's satisfaction or escalate as appropriate
• Ability to handle and professionally document client calls and email
• Ability to multi-task, troubleshoot technical issues and explain Venyu's product and services
• Research and resolve multi-platform O/S and network related issues
• Prioritize and organize daily follow-up ensuring timely resolution and accurate weekly status reports, attend departmental meetings
• Function as the primary client contact for all support needs
• Fulfill on-call / emergency support role for non-business hours client support as required (rotation)
• Provide on-site support as dispatched by the Director of Client Service
• Conduct technical presentations, training and/or demos to clients, partners and resellers on Venyu's services and technologies

Minimum Requirements:

• Minimum of two (2) years in a technical or pre-sales support experience doing hardware/software installation, configuration and troubleshooting.
• BA/BS preferred.
• General knowledge of Microsoft Windows Operating Systems and TCPIP Networking.
• Experience using and/or supporting VMWare, iSeries (AS/400) experience preferred, UNIX, LINUX, and/or Novell Netware a plus.
• Ability and competence to write technical material,white papers use applications such as Excel, Power Point, Word, and Visio. 
• Excellent communication and presentation skills.
• Work under pressure when necessary, good time management skills.
• Maintain a positive attitude, a desire to learn new technologies and the ability to handle interruptions, in a challenging environment.
• Be self-motivated; work independently and most importantly, as a team player with the ability to work effectively with others.
  

Location: Waltham, MA

Compensation: Varies with experience, health benefits, bonus potential.

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