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IndustrySaaS, Software
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Engineering

Real Life Superhero (Technical Support Representative)

at ihiji in Austin, TX   —   Jul 02, 2014   |  
ihijiihiji's new low cost/form factor hardware appliancOur Support and Monitoring DashboardOur System Mapihiji's Table Tennis team defending office titleihiji's Beer Fridays!CE Pro Best Monitoring Product AwardCEDIA Best New Product Awardihiji's hardware applianceLake Travis - AustinAustin Skyline2011 Best Managed Service Solution
Overview
Are you a hero? Willing and able to help those in need, coming to the rescue and providing a superhuman outcome? ihiji’s customers need your powers!

ihiji takes the hee-be-gee-bees out of computer networks! ihiji, an entrepreneurial start-up Software-as-a-Service (SaaS) company, is growing its team and seeking a Technical Support Representative. ihiji’s invision product provides an intuitive remote network management tool for IP enabled products in homes and small businesses. Our product is a scalable, cloud-based SaaS solution that is commercially available and provides a secure gateway for technology providers to remotely manage networks.

We are supported by the University of Texas Austin Technology Incubator (ATI), who has housed and launched some of the most successful startup companies in Texas as well as Austin’s Capital Factory technology incubator. This is a great opportunity to join while we are still a growing team and truly drive the direction of the company. All ihiji employees have access to University of Texas resources such as gyms, sporting events, free city bus access and more.

As a Technical Support Representative you will support ihiji’s products and services through the entire client lifecycle, from sales through account management. The support representative will manage daily technical support, recommend process improvements, expand system documentation and lead technical training sessions.
Responsibilities
Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
Improves client references by writing and maintaining documentation.
Participates in development of client training programs by identifying learning issues; recommending instructional language.
Accommodates client disabilities by recommending devices and techniques.
Improves system performance by identifying problems; recommending changes.
Maintains a high level of professionalism with client interactions and delivers a delightful customer experience
Experience
Help Desk Experience
Problem Solving
System Administration Experience
Experience with 3rd Party API Support
Residential Networking Experience A Bonus
Skills
Strong IP Networking Knowledge
Strong Linux Skills
Basic HTML, CSS, AJAX Troubleshooting
Basic Windows/OSX Knowledge
Verbal Communication
Phone Skills
Customer Service
Quality Focus
Education
Bachelors in a relevant field or earned street credibility
Compensation
Salaried full time position with excellent benefits package
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