Technical Support Specialist: XML; HTML,HTTP Job in San Francisco, California Us
Technical Support Specialist : Contract to Hire
Qualifications:
Technical Degree with 3+ years Technical Support experience.
Knowledge of XML and HTML scripting, tags and syntax.
Network Protocol knowledge (HTTP, HTTPS, FTP, SMTP) and Client /Server concepts.
MS Office (especially, Word, Excel and Outlook) and Internet Explorer.
Strong ability and motivation to learn new technologies.
Web scripting languages a plus(Javascript, Java, etc).
Responsibilities:
The Technical Support team provides second line support to both internal and external customers in a timely and professional manner.
The role involves providing assistance via email, telephone and occasionally face-to-face, on queries relating to the integration of customer websites with the Company payment gateway and the technical set up of merchant accounts.
There may also be a requirement to provide first line support in circumstances to be decided by the line manager.
To promptly and accurately respond to customer queries by telephone and e-mail within Service Level Agreements.
To complete all allocated work to time and quality targets in line with SLAs.
To process at acceptable levels of quality and to enhance customer experience.
To comply fully with Company complaints policy and log all expressions of dissatisfaction and complaints.
To act as a technical referral point for staff on customer technical queries. To work with the sales team acting as a point of contact as necessary.
This may involve attending external customer meetings.
To work with shopping cart providers to maintain the Company technical relationship and to aide in development of plug ins as required.
Where required, provide training for new Operations team members, feedback on performance during training and assist the team manager with developing a training plan if necessary.
To support the line manager and Management Team as needed and/or required.
To provide quality monitoring of technical responses to merchant queries to ensure all team members are giving complete and accurate answers.
