Position: Technical Services Representative II

BlueArc is a leading provider of high performance unified network storage systems to enterprise markets, as well as data intensive markets, such as electronic discovery, entertainment, federal government, higher education, Internet services, oil and gas and life sciences. Our products support both network attached storage (NAS) and storage area network (SAN) services on a converged network storage platform.

By joining BlueArc, you can become an integral part of helping enable our clients expand the ways they explore, discover, research, create, process and innovate in data-intensive environments.

Summary:

Provides first line of support to BlueArc customers and typical duties include monitoring incoming alerts and routing them via appropriate channels; opening and handling RMA cases; monitoring and handling support queue email.

Tech Service Rep maintains transaction quality, implements process improvements and related objectives necessary to provide the highest possible services as efficiently and reliably as possible.

Answers and follows up customer problem(s) calls in an efficient and professional manner and maintains a record of all customer calls as required by the call tracking system. Authorizes product returns through established company policy and guidelines. Provides documentation for customers related to service policies and return procedures.

Qualifications:

Skills:

Strong communication skills, both verbal and written.
You must be able to develop and document technical and operational notes related to process and procedural changes and effectively communicate with end-customers.
Must possess ability to work with customers under a variety of circumstances and pressures and understand and meet customer expectations and knowledgeable of Windows, Office tools.

Knowledge & Experience

Requires an AS degree or equivalent with a minimum of 10+ years of customer service support experience in the high-tech industry, preferably within the Storage Industry.
Must have demonstrated ability to take initiative in identifying and successfully resolving customer service issues via phone and email and demonstrate the ability to communicate effectively in both written and oral forms with customers, other support, and management.