Careers:

triCerat is an organization where everyone shares a common goal: providing all Microsoft Terminal Server licensees with Day Zero Protection by delivering software that is essential for improving the performance, reliability, security, and value of server-based computing. In doing so, we have developed a thriving, profitable business with customers and competitors around the world.

Current Openings:

• Job Title: Customer Support Representative I Responsibilities:
  • Answer all incoming calls as routed from ACD system from both existing as well as Pre-Sales customers.
  • Qualify calls according to type and support level
  • Open customer contacts in Customer Support or Sales databases as appropriate and route calls with warm transfers to appropriate groups within the company.
  • Meet or exceed established metrics regarding calls and quality of customer care provided.
  • Fully document all communications from e-mail and the web and process according to company standards.
  • Assist Licensing and Activations Group as needed with Customer activations/reactivations of triCerat products.
  • Other duties as assigned by management.
  Key Requirements:
  • Excellent verbal and written communication skills with the innate ability to understand and quickly determine customer's needs.
  • Possess the ability to handle customer inquiries varying from beginners with little computer knowledge to experienced Network Administrators.
  • Thrive and multitask in a fast paced team environment.
  • Must be able to type at least 40 words per minute and be proficient in both Windows and Macintosh desktop applications
  • 1 year of prior experience in customer service handling both inbound and outbound calls.
  • Associates Degree or equivalent experience.
  • Spanish fluency a plus
  
  
• Job Title: Customer Technical Support Engineer I Responsibilities:
  • Handle all first level incoming support calls from both existing as well as Pre-Sales customers. Troubleshoot and follow up to proper conclusion as per established procedures.
  • Meet or exceed established metrics regarding calls and quality of customer care provided.
  • Fully document all communications with customers.
  • Assist Sales Group as needed with Customer Demonstrations of the triCerat product line.
  • Provide feedback to Senior Support engineers and Development on product problems and potential improvements. Assist Senior Engineers, QA, and Development staff with testing and projects as needed.
  • Other duties as assigned by management.
  Key Requirements:
  • Excellent verbal and written communication skills with the innate ability to convey technical information to customers varying from beginners with little computer knowledge to seasoned administrators.
  • Strong knowledge of Terminal Services including both RDP and Citrix ICA environments. Must be thoroughly versed in Microsoft Windows client and server operating systems.
  • 1 year of prior experience in desktop and server support of local and wide area networks utilizing a wide variety of both off the shelf as well as proprietary applications.
  • Excellent remote telephone troubleshooting skills.
  • Bachelors Degree or equivalent experience.
  • Spanish fluency a plus.