Jobs at Ipswitch

Position Title: Senior Technical Support Representative

Department: File Transfer

Location: United Kingdom

Primary Objectives:
Provide evaluators and customers with front-line support for issues related to product installation, configuration and day-to-day use of  the File Transfer Division’s Secure Server products.

Secondary Objectives:
Provide presales support including live product demonstrations to prospects and channel partner training.  Work closely with International Sales Team members to assess customer requirements and recommend appropriate solutions.

Responsibilities and Essential Duties

  • Primary
    • Provide technical support for Ipswitch File Transfer products to customers, resellers and Ipswitch employees via telephone, email and various internet-based communications tools (WebEx, instant messaging, etc.).
    • Assist in the installation, configuration, evaluation and use of products.   This will include frequent remote and/or onsite deployment at customer locations throughout Europe.
    • Identify and document product defects, provide workarounds to the customer and escalate critical defects with the Support Manager whenever an immediate software patch is required.
    • Collect and clarify customers’ suggestions for new features.  Share these with the Product Manager.
    • Identify problems or conditions external to Ipswitch File Transfer products (e.g., network-related) that adversely affect system operation.
  • Secondary
    • Serve as a technical consultant for International Sales Staff in pre-sales environments, including phone, e-mail support, product demonstrations, and assist with proposal/presentation development.
    • Provide in depth  pre-sales and post sales technical training for Ipswitch File Transfer solutions to our channel partners
    • Develop deep understanding of assigned products and their version histories
    • Participate in development process via defect reporting/prioritization, documentation and usability reviews, online discussion groups, etc.
    • Provide second-level support for support staffs of distributors

Supervisory Responsibilities

None at first, although expected growth in the international support staff would create supervisory opportunities.

Qualifications

  • Degree in an information technology field or equivalent work experience (5 years).
  • 3 years of customer technical support experience, preferably with managed file transfer software.
  • Excellent language skills, both verbal and written English– French or German fluency a plus.
  • Superior customer service skills that go above and beyond to attain customer delight.
  • Expert in Internet protocols, including: TCP/IP, FTP, SMTP, POP3, IMAP4, LDAP, DNS, SNMP, HTTP, and SSL.
  • Solid understanding of Microsoft Windows, including networking and system administration
  • Ability to solve problems independently but also a team player

Back to Employment Opportunities at Ipswitch

Ipswitch is committed to providing a positive work environment that encourages teamwork and individual development. We provide a comprehensive benefits program that includes medical and dental insurance, 401(k), ten paid holidays, tuition reimbursement, long and short term disability, life insurance, employee assistance plan, and flexible spending accounts. You will also accrue four weeks of paid time off (inclusive of vacation and sick time) for your first year, five weeks on your second through fourth years, and six weeks once you have reached five years of service. In addition to offering competitive salaries, we provide a generous bonus plan that is open to all employees.

E-mail (preferred method), mail, or fax resume and cover letter with salary requirements to:

Human Resources
Ipswitch, Inc.
10 Maguire Road - Suite 220
Lexington, MA 02421
Email: mhayes@ipswitch.com
Fax: 781-676-1941

Ipswitch is an equal opportunity employer.

Employment agency resumes submitted for these ads are accepted with the understanding that no fee will be paid to the agency.