Technical Support Services
Co-op/Intern
VERISIGN
Address:
City, State/Province,
Zip/Postal:
Country: United States
Starting Semester: Spring Semester 2007
Job Type: Co-op, Intern & Grad Co-op
Full-time Job: Yes
Number of Jobs: 4
Compensation Amount: 17.00 U.S. Dollars Per hour
Interview Type: On-Campus Interview (OCI)
Minimum GPA: 3.0
Citizenship Type: Any student authorized to work in
Job Description:
The Technical Support Representative (TSR) will provide Primary level Support
to customers of the assigned product suite while providing excellent customer
service. The responsibility of a TSR Intern is to work with the defined
Customer/Product Suite on daily questions and issues, and follow them to
complete resolution.
DUTIES AND RESPONSIBILITIES
' Serve as the customer's primary point of contact and consultant for incident
notification and ownership regardless of contact method (call, email,
customer-facing online tool.)
' Provide effective support of customer and relationship through weekly/
bi-weekly / as needed Service Request (SR) status meetings conducted with
Customer.
' Act as the internal point of contact for incident notification and ownership
for the Customer.
' Track all interactions within the Oracle Core tracking tool through the entry
or updating of a SR.
' Perform all research, analysis and isolation of customer incidents that can
be responded to with straight forward, repeatable triage without referral or
escalation.
' Immediately routes SR to the Enhanced Team if transaction is not resolved in
the First Call resolution process or easily resolved without referral or
escalation.
' Adhere to Service Level Agreements (SLA) compliance and Operational Level
Agreements (OLA).
' Establish and maintain positive working relationships with internal and
external customers
' Provide troubleshooting and communication with the assistance of the
Knowledge Base
' Provide reliable, quick, consistent responses in a 24X7 environment
' Act as the customers' advocate, providing tailored service to the Customer
when appropriate.
Experience - External:
Must be pursuing a bachelor's degree in computer science or related field (B.A.
/ B.S.) from four-year college or university. Must possess excellent written
and verbal communication skills.
Majors: Computer Engineering, Computer Science, Human-Centered Computing,
Human-Computer Interaction , Information Security
Benefits: None
Assistant
Director/Program Coordinator
Graduate Cooperative Education
Division of Professional Practice
Georgia Institute of Technology
Phone: 404-894-3320
Fax: 404-385-4147
Email: tamara.solomon@dopp.gatech.edu
Web site: http://www.profpractice.gatech.edu/
"Knowledge
Is The Key To Success"