Job description

Tangent Inc.

191 Airport Boulevard

Burlingame, CA 94010

Intermediate Technical Support Representative

Specialized Support for Email Archiving software

Position description:

Technical Support Representatives provide phone, email and live chat support to both prospective and existing Tangent clientele, as well as internal employees.

This particular position is focused around supporting clients of our email archiving appliance (a physical or virtual server with specialized software installed upon it), which includes training clients for the specifics of its operation, troubleshooting in the event of failure, as well as some sales engineering support to our sales team to answer the questions of potential clients.

This is an intermediate level position, with broad computer hardware, software and networking knowledge and experience required to be successful.

Major areas of responsibility:

• Answering incoming calls from customers and providing the answers to their questions directly, troubleshooting with them and/or escalating the question to the appropriate staff member to get it resolved.
• Responding to email or website chat based queries about Tangent products or services.
• Scheduling appointments with customers for over the phone and web based (GoToMeeting, WebEx, Teams, etc) installations of the system and training them with using it.
• Documenting customer support requests into the Tangent Customer Relationship Management database.
• Preparing Return Merchandise Authorizations (RMA) for non-functional equipment through the Tangent RMA database.
• Dispatch of Shipping Carrier (UPS/Fedex) return labels to customers for equipment repairs.
• Collaborating with sales representatives to answer technical questions and provide product demonstrations to new clients.
• Assisting internal non-technical personnel with computer and software support as needed.
• Other duties as assigned.

Job requirements:

• Broad knowledge and experience of Windows based computers in both hardware and software. This includes basic installation of Windows (XP, Vista, 7) and device drivers, as well as how to troubleshoot common issues (lack of audio output, wireless adapter won’t connect to a network, system shuts off randomly).
• Confident understanding of networking and the OSI model, from DHCP and static addressing, DHCP scopes, APIPA, NAT translation, TCP/UDP ports and their uses, public and private addressing and up to VLANs and firewalls.
• Courteous, patient and professional demeanor, both for digital communications (email, messenger) and personally, for face to face and phone interactions. Must be fluent in English; other languages are not required.
• Ability to lift up to 50 pounds for short periods of time.
• Linux knowledge and experience is highly desirable, but not required.
• California Class C Driver’s License and ability to travel is required. While travel is not a significant part of this position, it is required for occasional trade shows or customer engagements.
• Strong memory, organizational and abstract thinking abilities. Being able to remember obscure troubleshooting situations in the past to apply to the future or new situations as well as “thinking around” a problem you cannot directly observe is critical.
• Professional documentation ability without relying on third party services like spelling and grammar checkers, for both client facing emails and communications as well as documentation creation.

Education and experience:

• High school diploma or GED equivalent.
• CompTIA’s A+ *and* Network+ Technical Certification OR equivalent experience is required. Other certifications are helpful, but not required.
• Previous experience in technical support, customer service or help desk positions are strongly desired.
• Strong preference to English Literature or other English Language Arts majors.

Work environment:

Tangent Inc operates from a beachfront office in Burlingame, near the border to San Mateo and right off Highway 101 (close to the San Mateo Bridge and CalTrain). Primarily a business office, facilities include a shipping warehouse, engineering lab and server fabrication factory. Tangent also operates several remote offices located around the Bay Area and nationally, but this particular position is offered solely at the Burlingame Headquarters.

Expected gains to prospective employee:

• Practical, hands on experience with server hardware, virtualization, Layer 2 and Layer 3 networking, complex search engine terminology and more.
• Honing and refinement of phone and email support skills with seasoned professionals offering training and assistance.
• Introduction to new hardware and software technologies, as well as in-depth training.
• Learning and growth potential in technical fields of networking, security, SaaS software (mobile, cloud and on-premise) and hardware.
• Technical certification training and testing reimbursements to enhance skills in the associated career track.

Compensation and benefits package:

• Direct compensation will be dependent on experience, but has a base starting salary of $65K+ for this full time position, with significant potential to grow.
• Two weeks+ of paid vacation annually.
• Comprehensive benefits package, including health, dental and vision and coverages.
• 100% company covered life insurance.
• 401K plan.

About Tangent Inc:

Tangent Inc has been in business since 1989, and continues to grow year after year. With more than a quarter century of continued operations under our belt, we’ve acquired consistent views of what we expect from our employees, and what they can expect from us in terms of compensation, experience gained and exposure to new technologies.

Tangent primarily focuses upon the Medical, Government and Education markets, with our All-In-One workstations, specialized miniature computers, and purpose-designed solutions to fill needs in Email Archiving, Content Filtering, Enterprise Search, Virtualization and more.

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 5x8
• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
Vaccination required for employees.

Ability to commute/relocate:

• Burlingame, CA 94010: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical Support: 3 years (Required)

Work Location: One location

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