Technical Support Engineer

Provide initial troubleshooting on specific Macrovision Products.



"Macrovision is the world's leading vendor of Digital Value Management solutions, managing the value of software and content through their post-development lifecycle. Our integrated offerings manage each stage of that lifecycle, from e-Commerce through Digital Delivery, Installation, Activation, Copy Protection, Digital Rights Management (DRM), P2P Interdiction, and Updating. Our products and services are used by over 70,000 companies, including 100 of the Top 100 software publishers, every major movie studio, every major music label, and every major game publisher. Over the course of 20 years we've been recognized for the excellence of our products and management, winning awards from Forbes, Fortune, Business 2.0, and most recently the 2004 SIIA CODIE award for Best Software DRM Product. We have filed or been awarded over 800 patents and we are ranked #5 for profitability among software publishers on the Silicon Valley 150."


CLICK here to go directly to Macrovision's online application form. This will allow us to learn about you in an efficient manner, ensuring the quickest response time.





Responsibilities:





Verify support agreements

Create and update support incidents/service requests

Provide initial troubleshooting on specific Macrovision Products

Provide timely responses and regular updates on support incidents

When the incident is unable to be solved within the specified guidelines, pass the incident on to the Specialist team for further investigation

Contribute to the knowledge base and actively use the existing documents in the resolution of support incidents

Properly document support inquiries into the CRM system

Provide assistance to other Generalists in the team

Proactively keep management informed of critical customer issues/concerns

Other related duties as assigned
Qualifications, Education and Experience:



Required:



1+ years of Technical Support experience

Bachelor degree in a technical related field

Proficient in UNIX and/or Windows Operating Systems

Strong customer orientation and dedication

Good communication and interpersonal skills (works well individually and as part of team)

Fluent in verbal and written English

Ability to manage multiple tasks

Enjoys problem solving and approaches them analytically and methodically

Eagerness to learn new technologies/skills
CLICK here to go directly to Macrovision's online application form. This will allow us to learn about you in an efficient manner, ensuring the quickest response time.