Provides accurate and timely technical support to Omniture customers via telephone, email and live chat. Manages support issues of a complex and technical nature with varying degrees of priority. Addresses incidents within predetermined service levels, requiring the ability to multi-task and prioritize. Carries out projects as assigned and supports other team members in order to represent Omniture in a professional manner.

SHIFTS: Day, Evening, Rotating, Graveyard

RESPONSIBILITIES

• Provides customer support via telephone, email and live chat
• Educates customers on the use of Omniture products
• Assists in testing new and enhanced products
• Manages projects professionally and within stated timelines
• Accurately records and maintains incidents in accordance with department standards
• Assists Engineering and Implementation staff in resolving product issues
• Validates and reports customer submitted bug reports
• Participates in department team meetings
• Assists in special projects and other duties as assigned

• At least one year experience in a customer support environment, preferably in a high-tech setting
• Excellent communication skills, both written and verbal
• Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals
• Extensive knowledge of MS Office, email, and how the Internet and websites work
• Understanding of HTML, Javascript, and web protocols

SPECIAL CONSIDERATION GIVEN FOR

• Fluency in Chinese, Japanese, Korean, French or German
• Bachelor’s degree in computer science or related field
• Experience using web analytics tools (e.g., SiteCatalyst, Hit Box, etc.)
• Knowledge of Internet Marketing

If you would like to explore employment opportunities with Omniture, please apply online (below) or fax a current resume and salary requirements to 801-722-7001. Please reference "TECHNICAL SUPPORT CONSULTANT" on the cover sheet.

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