Job Title: Customer Support Representative
Date Posted: 10-18-2007
Job Location: Massachusetts-Boston North
Job Type: Full Time
Education Level: Bachelors Degree
Work Experience: 2+ to 5 Years
Job Shift: First Shift
Yearly Salary:DOE (Depend on Experience)
Company Name: ClearStory Systems
Contact Information: Annette   Belanger (
Job Description:
Customer Support Representative


ClearStory Systems is a leading provider of integrated enterprise content management (ECM)
software with over a decade of providing advanced and cost-effective solutions. ClearStory
Systems technology provides a strong foundation for managing the full spectrum of enterprise
content, from documents to e-mail. ClearStory Systems fixed content and digital asset
management (DAM) systems are helping world-leading companies enhance their bottom line, meet
regulatory compliance requirements, improve customer service, global marketing, media
syndication, and cross-media publishing.

ClearStory Systems is looking for an energetic and dedicated individual to handle technical
customer issues as a Customer Support Representative. As part of a team you will deliver
“world class” quality customer service by providing a single point of contact to report
problems, make inquiries and track requests through to resolution. You will resolve day-to-day
support issues; perform proactive customer contacts and work on special projects.  This
position reports to the Director of Customer Relations.



·         Responding to customer calls, email and voicemail.

·         Analyzing customer inquiries.

·         Requesting assistance on issues that are outside the scope of the Customer Support
team from the appropriate group;

·         Sharing new information or troubleshooting techniques; and staying informed of all
policies and procedures that affect customers.

·         Administering licensing for products and keep an organized record for all clients.

·         Updating customer records in the Home Office application, which is NetSuite.

·         Stay up-to-date on all new product releases and compatible modules.

·         Correspond with Marketing and distribute Software upgrades via ClearSource

·         Knowledge of internal extranet process.

·         CD Distribution to all new sales and upgradeable clients.

·         Run weekly reports that are distributed to Sr. Management.

·         Work closely with Professional Services in becoming more informed of clients’

·         Knowledge of shipping procedures.

·         Day shift 8:30 a.m. – 5:30 p.m. with occasional extended hours, must be able to
travel and be available on call.


Required Skills:


·         Must have 3 years “hands on” customer support experience in a help desk/technical
support environment.

·         History of excellent customer service, customer advocacy and problem resolution.

·         Possess a professional phone manner, and high energy.

·         Must have 3+ years experience supporting a web-enabled software application is
highly desirable.

·         Experience in database administration and/or supporting Oracle or Microsoft
SQLServer databases.

·         Strong knowledge in JAVA/J2EE, web server deployment, APACHE, TOMCAT, IIS, UNIX,
Windows 2000/2003, XP, MAC OS, Real Server, HTML and XML.

Specific Windows Prerequisites:


·         User-level skills; administrator-level skills; ability to install Windows and
corresponding service packs.

·         Very strong knowledge of Microsoft Office

·         Disk Administrator; use Event Viewer to track event logs; Task Manager; backup and
restore files; start, stop and configure services and ability to use the registry editor to
view, export and modify the registry. 

·         The ideal candidate would be familiar with both Windows and UNIX platforms.

Additional Skills:

You must possess strong written/verbal communication skills, and have the ability to
communicate effectively on technical issues with both technical and non-technical customers.
Proven understanding of Internet and on-line products and services; and strong attention to
detail and follow through.  

Salary range is $30-40k for the right candidate along with excellent benefits package.  If you
are interested, please send your resume, salary requirements and available starting date to .  Please include job reference code CSE_SARNO in the subject line of
your correspondence, or fax your resume to 508-870-5585, Attn: Human Resources.
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