Jobs at Telvida International Systems Limited

What You'll Do:

You know good customer service when you get it and you know when service is not-so-good. If you have an affinity for great customer service and want to join a like-minded, tech-savvy group of people, you would feel right at home on the Telvida Technical Support team. This small team has built an awesome reputation for going above and beyond, and no question, their contribution helps power our customers' happiness.

Essentially, the Technical Support Engineer (TSE) is the front-line tech support contact for Telvida product users and a key contributor to Telvida customer experience. As the primary interface on incoming client support issues, you will log and own incoming support tickets from receipt to 100% resolution. You will also contribute to the product experience through resolving customer problems, educating users on Telvida functionality, building the documentation library and online resources, and developing datasources to provide new and improved product functionality.

If you have that unique combination of customer services skills and a tech background (or even a genuine interest in technology and an aptitude to learn), this is likely the ideal career opportunity for you. Without a doubt, the Technical Support Engineer position is a pathway to expansion of your technical skills and knowledge - and that means preparing you for future roles within our fast-growing company. Here's a look at the specifics:

--"Frontline" support for all incoming client issues -- handle support chat, incoming emails and phone support
--Serve as liaison between client and internal development for all escalated product related issues, including product enhancements, bug resolution and overall product education
--Update/create documentation for public-facing articles
--Support testing and deployment of internal system tools
--Receive and enter custom or new datasource development requests to the datasource queue
--Suggest ideas to scale support, to reduce incidents, increase self service, and reduce engineering involvement while increasing satisfaction
--Share customer feedback and case studies with Marketing, as appropriate
--Provide input on product refinements and additions

What You'll Need:

--Bachelors Degree, or equivalent experience
--Experience in customer support or service
--Experience in Linux/Windows/Network administration and operations desirable
--Some basic understanding of scripting and ability to write basic scripts
--Some experience with managing or administering server application/services, eg. LAMP stack, IIS, MySQL, MSSQL
--Willing to work shifts from shifted days (Tuesday - Saturday; Sun. -- Thursday) to shifted hours (12am to 9am; 7am to 4pm; 4pm to 1am)

Note: During the initial training period of 60-90 days, shift is M-F 8-5, after which point employee will work M-F 12a to 9a or 4p to 1a. In approx Q1 2015, employee will move from M-F schedule to shifted day schedule (i.e. Tues-Sat or Sun-Thurs).

About You:

--Efficiency - Able to produce significant output with minimal wasted effort
--Initiative - Acts without being told what to do. Find answers to problems independently. Bring new ideas to the table
--Multi-tasking - Able to handle interruptions, changing priorities and multiple tasks in caTelvida and professional manner
--Organization - Plans, organizes, schedules in efficient manner. Focuses on key priorities
--Analytical Skills - Able to structure and process qualitative data and draw insightful conclusions.
--Persistence - Demonstrates tenacity and willingness to go the distance for resolution.
--Team Player - Works well within a group environment.
--Professional - Represents Telvida at all times in a knowledgeable and professional manner
--Support Gene - Has the "support gene" with strong desire to help, listens well, and is a good communicator.

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JOB DESCRIPTION:

• Be responsible for implementing communication services websites and internal web-based applications.
• Have a passion for making great products where form equals function. You should be comfortable working in an open-ended environment where roles are flexible, everything is always changing, and communication is essential.
• Be part of a small, nimble team of designers and developers who love solving hard problems.
• Be responsible for delivering elegant and maintainable code.
• Work closely with a cross-functional team of developers, designers, and dev-ops engineers to produce high quality web applications.
• Participate in Scrum estimations, daily standups, and sprint retrospectives.

QUALIFICATIONS & REQUIREMENTS:

• 2+ years experience developing web applications
• Computer science degree or equivalent experience
• Proficiency in PHP and one other object-oriented language
• Basic JavaScript knowledge, specifically in web contexts
• Experience with MySQL and general relational database concepts
• Familiarity with common software design patterns
• Passion about producing elegant, maintainable code
• You know when the quick and dirty solution is appropriate and when it's not
• Ability to interface with business stakeholders and engineers
• You love technology and solving challenging problems
• Entrepreneurial and get excited by seeing how your solutions grow the business
• You are at your best when in a fast-paced, growing environment
• You are constantly learning and playing around with new programming languages and open source technologies.
• You love going from white board to prototype to production in a matter of days
• You have worked with (or willing to Learn) any of these technologies:
• PHP frameworks: Zend Framework, Symfony, CodeIgniter, Laravel
• NoSQL: Solr / Lucene, Memcache, Couchbase, ElasticSearch, Cassandra
• JavaScript Frameworks: Backbone.js, Angular, Ember, React, etc

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Job Description
The successful candidate will plan, direct, and coordinate the marketing activity of the organization's products and services by performing the following duties:

• Establishes marketing goals to ensure share of market and profitability of products and/or services.
• Develops and executes marketing plans and programs, both short and long range, to ensure the profit growth and expansion of company products and services.
• Researches, analyzes, and monitors financial, technological, and demographic factors so that market opportunities may be capitalized on and the effects of competitive activity may be minimized.
• Plans and oversees the organization's advertising and promotion activities including print, electronic, and direct mail outlets.
• Communicates with outside advertising agencies on ongoing campaigns.
• Works with writers and artists and oversees copywriting, design, layout, and production of promotional materials.
• Evaluates market reactions to advertising programs, merchandising policy, and product packaging and formulation to ensure the timely adjustment of marketing strategy and plans to meet changing market and competitive conditions.
• Identifies marketing opportunities by identifying consumer requirements; defining market, competitor's share, and competitor's strengths and weaknesses; forecasting projected business; establishing targeted market share
• Conducts marketing surveys on current and new product concepts.
• Prepares marketing activity reports.
• Other duties assigned by Management

Qualifications & Requirements

• A good university degree with 2 or more years experience in a similar role
• Ability to write speeches and articles for publication that conform to prescribed style and format.
• Ability to effectively present information to top management, public groups, and or boards of directors.
• Proficient in the use of Microsoft Office, CRM and other related software
• Outstanding interpersonal skills
• Strong initiative skills, working both independently and as part of a team
• Excellent skills in teamwork, leadership and communication
• Professional self-starter, high level of motivation, customer empathy and ethics
• Strong analytical and reasoning abilities
• Ability to define problems, collect and analyze data, draw valid conclusions and make actionable recommendations.
• Candidate must be result-oriented.