teleNetwork - Careers - Managed Services Representative (Level I)

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Title: Managed Services Representative (Level I)

Complete this form to apply for a position with our Managed Services Help Desk.

Personal Information
Full Name	Date Available
Phone Number	Email Address

Availability
Morning Evening	How many hours are you available each week?
Are you available to work weekends?
Yes No

Interview
At what number may we contact you to set an interview?

Please specify the times that you are available for a telephone interview.

The position to which you are applying demands proficiency in typing. Are you able to type at least 30 WPM?
Yes No

Location
What location are you applying for?
Austin San Marcos

References
Name	Phone Number	Business
Name	Phone Number	Business
Name	Phone Number	Business
Where did you hear about this position?

Please answer each of the following to the best of your knowledge.

1) - Provide a description of the Client / Server model. If you do not know precisely how this works, provide the best description that you can, or attempt to describe the relationship between the client and server.

2) - Read the two notes below and give your opinion of the quality of each. Do not evaluate the troubleshooting steps performed; only evaluate the grammar, formatting, and information of the notes in each paragraph.

A) - "Mr. Smith is unable to reach the application… he has tried everything showed him how to get to it then waited. looks like he can access now"

B) - "Mr. Smith is unable to access the application today. His problem began earlier and says he has attempted to resolve the issue on his own. He called earlier to report this problem and was told that our system was experiencing an outage. That issue has since been resolved. I assisted him in restarting his computer and confirming that his browser and OS are compatible. He is now able to access the system without any problems"

3) - List the name of the internet browser you are currently using. Pretend you are speaking to a customer on the phone and the customer is using the same browser. Provide written instructions describing how the customer can check what version of the browser they are running.

4) - You are speaking with a customer who is very upset and has requested to speak with your supervisor. You find notes that describe the customer's many calls to technical support today. After reading the notes you discover that the customer's problem occurs intermittently, making it difficult to duplicate the problem when he calls to report the issue. Describe how you might handle such a situation. (Do not focus on troubleshooting specifics; describe what you would do from a customer service perspective, and perhaps what could be done to limit the amount of repetition the customer has to do on each call to technical support.)

Please list any experience using or supporting Oracle, PeopleSoft or Siebel.

Please paste a copy of your resume below.

About teleNetwork, Inc.

teleNetwork is a leading provider of outsourced technical support services and help desk solutions for industry leaders in telecommunications and management consulting. teleNetwork services include telephone support, web based chat, e-mail support, web portal support, and remote support enabling its agents to respond to each customers unique support requirements. teleNetwork services are leveraged by telephone companies, Internet service providers, wireless carriers, management consulting firms, managed services organizations, application service providers, and web hosting service providers providing turnkey customer care solutions.

FLSA (Fair Labor Standards Act):

As a Technical Support Representative Level 1 you will be eligible for all benefits that are outlined in the Fair Labor Standards Act. This will include payment of over time for all employees who are properly authorized to work over normal work week hours. teleNetwork, Inc. is required by this act to compensate non-exempt employees overtime pay at a rate of one-and-one half the regular pay rate for this position.

TELENETWORK IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER.