Support Technician II Zix Corporation
Dallas, TX

Job Description

We are growing and adding two Customer Support Technicians (Level II) to join our team in Dallas, TX. These newly added positions will provide front line support of technical service problems for our customers via multiple support methods.

Primary Responsibilities:

* Providing technical guidance to customers in response to service requests received over the phone or through email
* Championing and coordinating resolution of customer support issues that can't be resolved by first line support.
* Ensuring all customer communications are professional, accurate, and timely.
* Developing technical content for inclusion in the support knowledge base.
* Utilizing support applications for problem recording and tracking.
* Rotating on-call status, with pager notification.

Requirements:

* Successfully pass background investigation
* Minimum 1 year experience with Linux/Unix command line (shell)
* Experienced in direct customer communication.
* Familiar with common TCP/IP protocols and services.
* Good knowledge of various Operating Systems (Windows 7/10, Unix/Linux).
* Experience in configuration and operation of SMTP messaging systems (Exchange, Domino, Postfix)
* Strong networking knowledge (DNS, routers, firewalls, etc) and troubleshooting experience
* Excellent written and oral communication skills.
* Excellent customer service/phone support skills
* Strong, sound decision-making skills, good judgment and problem solving skills.
* Able to respond to on-call notifications 24/7

Specific Required Technical Skills:

* Familiar with web technology (web browsers, SSL, HTML, and XML)
* First line technical support experience

Zix is continuously expanding our product line to focus on securing cloud-based (on premise as well) archiving capabilities beyond email encryption to all forms of digital communications. Our solutions offer e-messaging protection and transaction services which protect organizations from viruses, spam, and electronic attacks.