Seattle-based Varolii Corporation provides interactive communication solutions delivered through a Software as a Service (SaaS) model.  Derived from the Pons Varolii, the pathway in the brain that unites intelligence and learning with the ability to communicate, the name Varolii evokes the blending of innovative communications technologies with knowledge, learning, and best practices. Enterprises across industries leverage these solutions to automate more of the communications process, resulting in improved operational performance and enhanced customer relationships.  Varolii’s multi-channel solutions deliver ongoing valued based on its unique delivery model which combines the convenience of SaaS with a fully managed services environment, an approach that ensures clients achieve an immediate, sustainable ROI.

Varolii is headquartered in Seattle, WA, with offices and data centers in Denver, CO; Chicago, IL; and Bedford, MA. For more information visit: www.varolii.com.

Job Summary: A position within the Production Support Group of Customer Management, the Production Support Specialist I is an experienced role with potential for growth. Working closely with other members of the Production Support Group and other functional groups within the Customer Management organization and Varolii Corporation as a whole, the Production Support Specialist I provides technical expertise in handling production issues and complex inquiries for customers along with special projects as assigned.

Primary Responsibilities: 

·  Provide basic to intermediate technical production/applications support and assistance for Enterprise class customers.

· Works independently to gather information, pose workarounds, carry out necessary research, and provide an in-depth analysis to resolve production/application issues, customer requests and inquiries, escalating to a Sr. PSE, PSL or PSM when appropriate.

· When the opportunity presents itself and it is appropriate, works with a team or individually, to educate and empower the customer to understand how to perform tasks and investigations on their own.

· Provide severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.

· Will provide a concrete explanation of resolutions to issues, inquiries and requests to Enterprise class customers.  These contacts will range from technical to those of an executive level within their organization.

· Works in group or independently on side projects as needed and assigned.

· Provides feedback and shapes production support procedures, policies and documentation where none exist or where they are stale and need to be updated.

· Efficiently organizes and addresses multiple production issues, customer requests and inquiries from several sources, delegating when appropriate.  The sources of which would be phone conversations, email, paging system, Instant Messenger chat, or face-to-face conversations.

Requirements (Knowledge, Skills and Abilities): 

· Is self motivated; will work well autonomously and within a team environment.

· Needs to be able to work in a high pace, high stress environment.

· Requires an intermediate working knowledge of trouble-shooting and problem resolution methodologies and also have the ability to develop, in a short period of time, intermediate working knowledge of company applications, production support policies and procedures.

·  Ability to work multiple tasks simultaneously to completion.

·  Must have intermediate working knowledge of UNIX/Linux, SQL, shell scripting, XML, and a general understanding of encryption technologies (such as PGP and MD5).

·  Must have a basic understanding of computer networking and network protocols, such as FTP, telnet, HTTP(S), and SSH.

·  Must have a basic understanding of programming concepts such as loops, variables, variable scope, etc.

· Must have a basic understanding of relational database concepts such as table joins, indexes, data types, etc.

· A strong dedication to World Class Customer Service with background in phone and email etiquette.

Education / Experience:

· A Degree in the Computer Science, or Information Technology discipline

Or,

·  The equivalent work experience of a minimum of 2 years experience in a highly technical customer service role with a strong understanding of customer service principles.