Technical Support Services Co-op/Intern VERISIGN Address: 222 W Oglethorpe Ave City, State/Province, Zip/Postal: Savannah, GA 31401 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 U.S. 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 Tamara Solomon Assistant Director/Program Coordinator Graduate Cooperative Education Division of Professional Practice Georgia Institute of Technology Atlanta, GA 30332-0260 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"