Client Services Engineer -- (Implementation and Support)

PLEASE SCROLL DOWN TO THE APPLICANT SURVEY. We will use this form to collect and screen applicant responses. Thank you for your participation. You can view this form at www.tinyurl.com/bi101-engineer
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Are you interested in living in beautiful Livermore and working with one of the industry’s top Cloud based business partners? Do you get excited about working with top Cloud applications such as Google Apps, Office365, Box, Egnyte, Axcient, Quorum and/or Amazon Web Services (AWS) while creating great customer relationships? Are you ready to work with cutting edge technology, have fun, and be a key part of building something big? If so, let's talk.

Who are we?

We at Business Intelligence 101 are Cloud evangelists! Our mission is to help Bay Area software companies navigate the world of Cloud computing. Currently we have ten full time, exceptional team oriented employees who are core to our ability to support over 500 customers worldwide.

What is our Mission?

We help companies move from current on premise/legacy infrastructures to highly scalable and collaborative Cloud solutions. We do this in the following three ways.

1. Public Cloud: We help companies transition common on premise applications to Public Cloud alternatives which include; email encryption, file management, and messaging/collaboration system such as Google Apps or MS Office 365.

2. Private Cloud: For companies interested in outsourcing the management of their IT infrastructure, we help them migrate their on premise applications to a "Private Cloud". In this scenario, customer’s current applications continue to operate as they do today but they run in the Cloud using Amazon Web Services.

3. Cloud Recovery: Cloud recovery as a service allows companies to protect mission critical network infrastructure from disaster by enabling full recovery in the Cloud. By leveraging the Cloud for business continuity, our customers can continue operations in the event of natural or man-made disaster.

What will you be doing?

As a member of this team, you will focus on working with businesses to address the technical and cultural challenges of moving into the Cloud. This is a challenging multi-faceted role that includes:

Technical Support & Implementation: become an expert in knocking down technical obstacles
Project manager: set expectations and keep customers on track towards scheduled go-live date
Sales support: be go to technical expert, create customer confidence to help sales team win the deal

You will be working with customers directly so you should be a polished presenter with an interest in web technologies and a commitment to providing companies with the best possible solution and experience.

What will be your key responsibilities?

Implementing Cloud applications, supporting system for new customers and provide training
Responding promptly and thoroughly to support inquiries received via email and telephone
Maintaining high levels of customer satisfaction by providing fast and accurate responses
Independently resolving technical/customer support issues and escalating cases when necessary
Analyzing the configuration of existing customers to recommend and upsell additional products
Documenting and managing customer interactions via NetSuite CRM case management system

What skills will you need to be successful?

Prior experience implementing and/or supporting one or more of the following applications:
Amazon Web Services
Axcient
Box
Datto
Egnyte
Google Apps
Office365
Quorum

You will also need the following business skills:
Strong organizational skills, attention to details, and time management skills
Demonstrative interest in technology and Cloud computing
Prior customer service or client-facing experience
Excellent communication skills both verbally and in writing
Friendly, patient, professional email and phone etiquette
Motivated, self-starter with an excellent work ethic
Excellent analytic, problem solving, and follow-through skills

Most importantly! Enjoy working in an environment where you can wear many hats, and make a daily impact on our customers and our team!

Do we have any educational requirement?
Yes, a BA/BS in computer science, engineering or related technical degree is a hard requirement and reflects a strong willingness to be a learner.

Hours and Compensations:
M-F 8am-5PM
Bases Salary+Bonus 401K, Profit Sharing, Health Insurance, PTO


Please complete application below.

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    Gmail
    Google Apps
    MS Office 365
    MS Exchange
    Active Directory
    Box
    Egnyte
    Axcient
    Quorum
    Datto
    Postini
    McAfee email security
    Amazon Web Services (AWS)
    Rackspace
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