---------- Forwarded message ----------
Date: Fri, 2 Apr 2004 17:07:33 -0600
From: Matthew Janusauskas <[log in to unmask]>
To: 'Braillenote List' <[log in to unmask]>
Cc: "[log in to unmask]" <[log in to unmask]>
Subject: [Bnannounce] (no subject)
Hi all,
I'm pleased to announce that Pulse Data Humanware is currently seeking a
qualified candidate for the position of Inside Technical Support and Quality
Assurance Tester at our concord California headquarters. I've pasted the
text of the job description below.
Interested persons should direct any inquiries or submit a current resume
and cover letter to the following email address:
[log in to unmask]
Please feel free to share this message with anyone you think may be
interested in the position as well.
Best regards,
Matthew Janusauskas
Director of Training Services
Pulse Data Humanware
175 Mason Circle
Concord, CA 94520
Phone: 800-722-3393 Ext. 204
Fax: 925-681-4630
E-mail: [log in to unmask]
Internet: http://www.pulsedata.com
*** Job Description Below ***
Position: Inside Tech Support and Quality Assurance Tester
Reporting to: Chief Financial Officer
Responsibilities:
Tech Support -
Handle all in-coming blindness and low vision-related tech support calls.
Research customer solutions and communicate results to customers within a
maximum of 24 hours.
Work with Service Department on calls which require RMA's or hands-on
repair.
Collaborate with Product Managers, Director of Training, and other tech
support staff to coordinate coverage, provide back-up, streamline responses,
brainstorm solutions and create ways of reducing the number of support calls
through better documentation, training materials, FAQ sheets, etc.
Document all calls in the database.
Support sales rep and distributor technical needs.
Tailor products when required by handling software installations,
configurations, etc.
Test and evaluate new products/versions.
Participate in special projects such as manual writing, attendance at
conferences and making group presentations.
Prepare technical reports for suppliers to ensure good communications on
technical issues.
Communications to suppliers regarding development and product/model/versions
releases.
Quality Assurance Testing-
Test all equipment coming out of the service department prior to shipment to
the customer.
Test all incoming blindness and low vision products that have a track record
for faults.
Document all findings with a report to management.
Perform all software upgrades on new products and test prior to shipment.
Test all hardware upgrades that come through service prior to shipment.
Ensure that any QA procedures are handled so as to guarantee that any
product being serviced still meets the 3 day turnaround goal.
Test all computer systems once built and configured to ensure proper
functionality.
Key Goals -
Provide 24 hour or less turnaround on all tech support calls.
Maintain the 3 day turnaround cycle for serviced products.
Maintain an average failure rate on shipped products of less than 1%.
Skills -
In-depth knowledge of computer operation.
In-depth knowledge of technology for people who are blind or visually
impaired.
In-depth knowledge of blind-user needs.
Excellent telephone skills in making customers feel listened-to and
cared-for while providing meaningful technical help.
Ability to assess problem areas through asking the right questions.
Patience.
Ability to test products and write-up the test results.
Ability to communicate and work effectively with customers, suppliers, other
technical staff, other employees and field sales people.
Physical Capabilities:
Ability to read Braille tactilely.
Stoop, carry, and stand.
Lift boxes and products up to 50 pounds.
Install software, cards, cables, etc. in computers Operate computer and
Braille keyboards
Education -
Two year degree in computer science or equivalent experience.
_______________________________________________
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