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<title>Highland Career Network: Customer Service/Support</title>
<link>http://www.hcp.com/career-network/</link>
<description>Career listings from Highland portfolio companies</description>
<atom10:link xmlns:atom10="http://www.w3.org/2005/Atom" rel="self" href="http://feeds.feedburner.com/hcp_careernet_servicesupport" type="application/rss+xml" /><feedburner:browserFriendly>This is an XML content feed. It is intended to be viewed in a newsreader or syndicated to another site, subject to copyright and fair use.</feedburner:browserFriendly><atom10:link xmlns:atom10="http://www.w3.org/2005/Atom" rel="hub" href="http://pubsubhubbub.appspot.com" /><item>
<title>Imprivata: Tier 1 Technical Support Engineer</title>
<link>http://www.hcp.com/content79447.html</link>
<description><![CDATA[This position is in our Customer Support Call Center which provides support to our direct customers, partners and internal services organization. The Tier 1 Technical Support Engineer is responsible for responding to issues via email and phone concerning Imprivata products.  If the issue cannot be resolved by the Tier 1 Technical Support Engineer, he/she will be responsible for writing up a detailed summary of the issue and then escalating the issue to the Tier 2 Technical Support Engineering team. 
 
 Key Responsibilities: 
�	Respond to calls, e-mails and web-form support requests from customers at the call center.
�	Log and track pertinent customer contact and support-request information.
�	When possible resolve technical problems with customer directly.
�	Escalate unresolved issues to the Tier 2 Technical Support Team.
�	Perform any necessary testing in order to reproduce problems.
�	Document solutions in a re-usable way.
�	Maintain complete support contact records for each customer/prospect.
 
 Monthly Goals: 
�	Close or escalate between 45-60 cases per month.
�	Write up 2-4 solutions per month and attach them to the relevant cases.
�	Maintain a case load of 25-35 open cases at any one time.
�	Maintain customer communication on all cases based on our SLA-s.
]]></description>
<pubDate>Mon, 19 Oct 2009 15:04:43 EDT</pubDate>
</item>

<item>
<title>Autoquake: Customer Support Advisor</title>
<link>http://www.hcp.com/content78899.html</link>
<description><![CDATA[CUSTOMER SUPPORT ADVISOR

Company:	Autoquake 	Location:	Birmingham
Status:	Full Time, including weekend work	Job Category:	Customer Services

Autoquake: The e-commerce expert on cars

Autoquake is a leading ecommerce company and innovator in the automotive sector through its website www.autoquake.com and the largest seller of cars on eBay. Using the latest in Web 2.0 technology, Autoquake has pioneered the concept of accurately describing a used car online. 
 
Cars are displayed in Autoquake-s virtual showroom which offers an interactive view of the car, including an application that shows any dents and scratches. 90% of the company-s customers pay a deposit on the car without seeing & by far the highest in the industry. Autoquake-s online technology and marketing also allows it to sell cars very quickly & up to 4 times faster than traditional dealers, which is unprecedented in the industry. 
 
The company-s commitment to customer service is second to none which is why Autoquake has a 99.8% customer feedback rating on eBay and thousands of satisfied customers. 
 
Autoquake has risen &pound;6M in venture capital funding from Accel Partners, one of the top venture capital firms worldwide who has funded companies such as Facebook, Macromedia & Netvibes. Investors and Board Members include Percy Barnevik, GM Board of Director and former CEO of Chevrolet, Andy Carroll.
 
This position will provide you with the opportunity to work in a dynamic, team oriented environment with good opportunities to grow your career and take on additional responsibilities with the growth of the company. 

Following further expansion of our sales and operations across the UK, we are seeking energetic highly motivated individuals to join the team at our Birmingham site. The individual needs to be able to grow with the company and take on additional responsibility as the operation increases in size. You will enjoy working in an evolving, results oriented and fast paced environment. 


Interaction and reporting:

Directly responsible to: Customer Support Manager

Responsible for: No direct responsibilities for staff

Relationships with: Customers, prospective customers, suppliers and all internal staff.


The main job function:

This is a key customer facing role dealing with enquiries, advising & consulting, managing documentation, data inputting and promoting additional products such as finance, warranty and insurance. You will be primary responsible for organising and processing the delivery of vehicles to customers on time and as agreed maintaining exceptional levels of customer support. Working in a fast paced target driven environment, requiring complete accuracy and an ability to work well under pressure to meet pre-defined deadlines utilising strong organisational skills and the ability to adhere to processes and deliver results.

For many customers you will be the first person they meet face to face and therefore there is a need to create a welcoming atmosphere. It is important that the whole "Autoquake- experience is one of complete satisfaction from start to finish; you will be an integral part of this.


Limits of authority:

No authority to: To complete any transaction without the approval of a manager or supervisor 

Main objectives, key tasks and key responsibilities:


�	Dealing with incoming telephone calls and e-mails.
�	Customer data entry in to the Epicenter system
�	Customer greeting and handling
�	Providing excellent customer service
�	Helping customers in the decision making process
�	Assisting customers with vehicle purchases vehicle sales documentation
�	Arranging vehicle collection and delivery
�	Presenting finance and additional products
�	Internet listings and updating
�	General housekeeping duties
�	Maintain a high standard of cleanliness and hygiene within your working environment at all times 

This list is not exhaustive and may change due to business circumstances. Any reasonable request by your supervisor or manager should be accepted. 

Autoquake is an Appointed Representative of ITC Compliance Ltd who are authorised and regulated by the Financial Services Authority


Target performance criteria:

�	To met or exceed your monthly volume target for units delivered and sold
�	To meet or exceed your monthly finance and insurance objectives 
�	To achieve and maintain the highest levels of customer satisfaction at all times

Competencies required:

�	Somebody with a sales background or somebody looking to move into sales from another customer based role.
�	Good level of education
�	A well organised person that can plan and adhere to process 
�	Excellent customer handling skills
�	Self-starter and team player with the ability to motivate others
�	High accuracy with data input to IT systems
�	Good working knowledge of the internet and eBay
�	Excellent verbal and written communication skills.
�	Computer literate (MS Outlook, MS Office & Word & Excel)
�	Willingness and ability to learn other components of the vehicle processing and sales operation
�	To be flexible in approach and attitude to work
�	Analytical thinking - The ability to understand problems and situations to draw out logical conclusions by breaking down situations, issues and problems into their component parts.
�	Drive for achievement - The will to do things better and to set and strive to achieve standards of excellence.
�	Team working and co-operation - The will and the ability to work co-operatively with others within and across functions towards a common objective
�	Communicating and influencing -  The ability to persuade, influence and convince others to do something, to go along with or support one-s own goals and or objectives
�	Professionalism - The ability and willingness to align behavior with the needs, priorities and goals of the company
�	Customer satisfaction - To have a proven track record of delivering excellent customer satisfaction at all times and shows enjoyment of dealing with customers


HOW TO APPLY

If you are interested in this exciting opportunity and would like to apply please send your cv with a covering letter to jobs@autoquake.com 


]]></description>
<pubDate>Fri, 02 Oct 2009 04:48:16 EDT</pubDate>
</item>

<item>
<title>Helicos BioSciences: Field Service Engineer (216492-952)</title>
<link>http://www.hcp.com/content78576.html</link>
<description><![CDATA[FIELD SERVICE ENGINEER
Reporting to the Manager of Customer Support, the Field Service Engineer will provide hands-on support to the early adopters of our high speed genetic analysis platform.
Responsibilities:

Ability to work independently at customer sites carrying out complex installation, repair, and maintenance on next generation sequencers. 
Desire to excel in un-chartered problem solving territory in optics, fluidics, imaging and networking. 
The ability to expertly handle difficult problems by recognition, isolation, resolution and follow-up of platform failures. 
Interface with Field Application Scientist to ensure timely customer support responses. 
Willingness to participate in internal product development cycles as support for internal engineering group. 
Provide feedback to internal teams with regard to customer feedback. 
Submit 'Bug' reports and generate field service bulletins from field experiences in a timely manner. 
Ability to travel to customer sites at a moments notice. 
&nbsp;]]></description>
<pubDate>Thu, 17 Sep 2009 11:55:09 EDT</pubDate>
</item>

<item>
<title>Bullhorn: Technical Support Analyst</title>
<link>http://www.hcp.com/content74554.html</link>
<description><![CDATA[Position Overview:

&nbsp;
In the Technical Support Analyst role, you will be the initial point of contact for our clients in resolving technical and application related inquiries regarding Bullhorn-s software product. In assessing and resolving end-user questions you will work to ensure that our core team of Analysts and Engineers continues to deliver world-class technical and application support to Bullhorn-s dynamic and growing customer base.
&nbsp;

&nbsp;
Responsibilities:
&nbsp;
&nbsp;
&nbsp;

Gather the required information necessary in order to best handle customer software and technical inquiries
&nbsp;
Manage customer expectations regarding estimated response times for issue resolution&nbsp;
&nbsp;
Collaborate with Technical Support team members to properly manage customer inquiries 
&nbsp;
Owns client issues from beginning to end
&nbsp;
Pulls in resources, such as team members, Supervisors and Senior Analysts to solve difficult/complex issues
&nbsp;
Collaborates with team members to identify gaps in team knowledge and quickly provide the necessary documentation or training
Becomes a Subject Matter Expert on a specific are of the application to serve as a resource for entire Support Team]]></description>
<pubDate>Thu, 13 Aug 2009 12:37:34 EDT</pubDate>
</item>

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