Sam Flores Email & Phone Number

Responsible for using excellent communication and an in-depth understanding of Alert Logic products and services to serve as a front-line point of contact for handling customer incidents, requests and handling escalations. Work closely with all other departments in order to effectively resolve incidents, answer requests, and route and escalate issues throughout the organization and play a critical role in customer’s satisfaction. Responsibilities• Respond and fully document customer and user incidents, requests and handle escalations.• Serve as the single point of contact for all Service Delivery support issues.• Stay current on Alert Logic’s products and services in order to resolve incidents.• Work with other departments to communicate customer issues.• Issue requests on the customer’s behalf and track progress.• Provide users with configuration assistance.• Assist customers with web interface configuration.• Communicate with customers on status of their request.• Technical support experience and demonstrated experience handling escalations.• Excellent verbal and written communication• Strong 2-way communication and customer service skills.• In-depth knowledge of Windows OS and event management.• User level experience with Linux OS command line, syslog.• Good understanding of networking.• Strong problem solving skills.• Able to touch-type.• Understanding of syslog.• Understanding of Windows logging.• Detailed experience in Salesforce.com or other Incident management systems.• Firm grasp of network security concepts.• CCNA, Microsoft Certs, Linux+, ITIL Foundations.

Listed skills include Cloud Computing, Troubleshooting, Networking, Saas, and 8 others.