Websense, Inc. (NASDAQ: WBSN), a global leader in integrated Web, data and email security solutions, provides Essential Information Protection for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions help organizations block malicious code, prevent the loss of confidential information and enforce Internet use and security policies. For more information, visit www.websense.com.
Job Summary:
Answer telephone or written inquiries from customers regarding Websense and select third-party products, analyze software and system configurations to identify and diagnose customer-reported issues and recommend corrective actions, maintain records of customer contact to track customer history and report recurring problems to the software development group, escalate complex issues to appropriate functional team and perform special projects as assigned.
Essential Functions:
Primary responsibilities:
Provide technical support via phone and email for Websense software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found.
Document all technical inquiries and customer-reported problems in the customer tracking database, including the nature of the inquiry, and the resolution recommended.
Multi-task, prioritize and organize all calls and e-mails sent to you and assigned to you.
Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, customer registration and problem escalation.
Maintain an electronic record of technical information to research possible solutions to customer-reported problems.
Additional responsibilities:
Conduct user satisfaction surveys, and provide recommendations on process refinements to support the findings.
Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation.
Perform special projects and duties as assigned.
Qualifications:
Knowledge:
Strong understanding of customer-support standards and processes, including problem resolution, in an end-user computing environment.
General knowledge of Microsoft Office and experience creating procedural documentation.
Thorough understanding of how computers operate, including familiarity with hard-drives, memory, networks, and other hardware.
Basic understanding of TCP/IP, Firewalls, Routing, Network Administration, Proxy Servers, DNS/DHCP, Windows 2000, NT, Directory Services.
Skills and Abilities:
Commitment to providing exceptional customer service and providing measurable results that demonstrate quality customer care.
Professional and effective communications skills both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
Ability to follow through on both verbal and written instructions and effectively adhere to company and department procedures.
Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines.
Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve basic and complex technical problems and handle customer requests.
Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
Accurately type 35-50+ wpm.
Training and Experience:
AA degree or higher in Information Systems, Computer Science, or related experience.
Three years customer service experience in a professional industry, in an end-user computing environment, utilizing effective phone and email communication skills.
Experience with some of the following: TCP/IP, Firewalls, Routing, Network Administration, DNS/DHCP, Proxy Servers, Windows 2000, NT, Novell, Directory Services, SQL, Unix, Linux, Solaris. Prefer strong experience in one or more of the following areas: Cisco and Checkpoint firewalls, Microsoft Proxy/ISA Server, SQL Server.
Certifications and/or coursework in some of the following areas: Websense, TCP/IP, Firewalls, Routing, Network Administration, DNS/DHCP, Proxy Servers, Windows 2000, NT, Novell, Directory Services, SQL, Unix, Linux, Solaris.
Websense offers a comprehensive compensation and benefits package which includes Medical / Dental / Vision Insurance Plan options, Flexible Spending Accounts, 401K Retirement Plan with Employer Match, Employee Stock Purchase Plan, Vacation, Sick and Holiday Paid Time Off, Tuition Reimbursement, a Commuter Program including Public Transit and Coaster Subsidy, Gym Discounts and more.
No relocation will be provided for this position. EOE.
To Apply Go To: www.websense.com/careers
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