Field Trials Technical Support Specialist - Contractor @ TiVo
TiVo's Field Trials Team is looking for a smart, outgoing, energetic, multi-talented and motivated individual to triage the data coming in from our field testing programs.
This position can offer lots of room for growth and increased responsibility to the right candidate.
Conducting Field Trials is a key part of TiVo's Engineering process.
TiVo supplements lab testing with real world testing conducted by our employees and customers in their living rooms.
The goal of our programs is to identify issues that may not be found in the lab. The Field Trials team works with customers to identify functionality bugs, gather reliability data, and identify usability issues.
The Field Trials Team is team-oriented and collaborative and is looking for someone who shares this mindset.
The right candidate will have a "will-do-anything-to-get-the-job-done" attitude.
Responsibilities: The strategic goals of any of our programs are to find specific problems, get overall data about reliability, and gather specific usability issues.
The Field Trials Technical Support Specialist's main responsibility is to triage incoming issues from our testers through our online Beta Management software tool.
The Field Trials Technical Support Specialist will be responsible for the following: * Performing online trouble shooting of consumer electronics (audio, video), PC and MAC based proprietary application and home networking issues.
* Communicating with the testers on a daily basis via email and an online reporting system * Working with Engineering and project team members to determine if a bug needs to be filed and tracking the issues to closure.
* Maintaining a broad knowledge of state-of-the-art networking technology, equipment, and/or systems * Performing miscellaneous job-related duties as assigned * IMPORTANT: The Field Trials Technical Support Specialist will be expected to run the software/hardware for projects they are working on at home and participate in weekly homework assignments, typically this is for a couple of hours over the weekend.
Experience - External: * At least 2 years of technical or support call center experience.
Experience with supporting consumer electronics (audio, video) or Ethernet based home networking is a plus.
* Extremely well organized, detail oriented, list oriented, good follow-through on issues.
Bright, committed, flexible, high energy, ability to multitask.
* Excellent customer communication skills including solid verbal and written skills.
* General aptitude for computer applications.
* Familiarity with the TiVo Service or other DVR a plus.
* Experience with Excel, MS Access, and Dreamweaver a plus.
* Experience with Mac platform is a plus.
* Possess an analytical approach in investigating and resolving issues.
* Strong sense of teamwork and team achievement.
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