FW: ShoreTel TSE Opening in Arizona

-----Original Message-----
From: Robert Tosto [mailto:rtosto@xxxxxxxxxxx] 
Sent: Friday, May 11, 2007 2:02 PM
To: trbarnett@xxxxxxxxx
Cc: hdeitz@xxxxxxxxxxxx
Subject: ShoreTel TSE Opening in Arizona

Tammy Barnett,

I saw your resume on the Career Journal.com, called and left a VM on your 
phone.  Your Lucent  Technologies experience should be pertinent to our 
requirements.  Please call me ASAP regarding the TSE position.  ShoreTel is 
going to build a customer support center in Arizona.  Our V.P., will be 
there either next Wed. or Thurs. to interview TS engineers.  In addition to 
this exciting news, please be informed that ShoreTel filed for an IPO on 
Feb.12, 2007 and will be going public this year.


Sincerely,
"Bob"
Robert Tosto, J.D., Sr. Technical Recruiter
Shoretel/Herb Deitz & Associates, Inc.
rtosto@xxxxxxxxxxx
Tel.# 831-338-6208 (off-site)



ShoreTel

ShoreTel  located in Sunnyvale, Ca  is the fastest growing IP PBX company in

the United States and the leader in customer satisfaction. The company has 
shipped its groundbreaking solutions since 1998 and continues to outpace the

rapidly expanding IP telephony market with technological advances and sales 
that are doubling year over year. Recently ShoreTel was selected to the Fast

50.

The Fast 50 award is the latest in a string of accolades and top rankings 
for ShoreTel. The company is expanding at twice the market rate, according 
to an independent study conducted by Infonetics. Similarly, Synergy Research

reported ShoreTel leading the pack in growth from CY 2004 to CY 2005 with 90

percent growth. And in the latest enterprise VoIP user survey by Nemertes 
Research, ShoreTel bested every competitor in all nine categories: 
cost/value, technology, ease of implementation and troubleshooting, 
management tools, customer service, performance, solution experience, 
product features and channel partner expertise.

ShoreTel  located in Sunnyvale, Ca  is the fastest growing IP PBX company in

the United States and the leader in customer satisfaction. The company has 
shipped its groundbreaking solutions since 1998 and continues to outpace the

rapidly expanding IP telephony market with technological advances and sales 
that are doubling year over year. Recently ShoreTel was selected to the Fast

50.

The Fast 50 award is the latest in a string of accolades and top rankings 
for ShoreTel. The company is expanding at twice the market rate, according 
to an independent study conducted by Infonetics. Similarly, Synergy Research

reported ShoreTel leading the pack in growth from CY 2004 to CY 2005 with 90

percent growth. And in the latest enterprise VoIP user survey by Nemertes 
Research, ShoreTel bested every competitor in all nine categories: 
cost/value, technology, ease of implementation and troubleshooting, 
management tools, customer service, performance, solution experience, 
product features and channel partner expertise.


Please SEE WWW.SHORETEL.COM


Technical Support Engineer

ShoreTel, Inc. is committed to the principles of integrity, revenue growth 
with profitability, exceeding customer expectations, voice system product 
leadership, respect and teamwork.  We are seeking a highly motivated 
individual passionate about playing a critical role in our Technical 
Assistance Center.  In the role of Technical Support Representative, you 
will be a member of a small highly skilled team. You will be provided with a

standard setting web-based customer response and support environment 
designed to achieve the highest levels of customer satisfaction.

Duties include the following:
" Focus on rapid identification and resolution of customer issues. _" 
Provide support to ShoreTel partners and customers._" Answer questions and 
perform initial triage on problem reports._" Document each customer 
interaction using our Siebel ticket management system._" Provide timely and 
effective resolution to support requests based on internal and external 
service level agreements (SLA).  Providing ongoing, regular updates to 
customers to keep them apprised of progress toward problem resolution_" 
Participate in the creation of proactive measures to anticipate and/or 
remove the need for traditional service and support._" Technical assistance 
for hardware, software and/or applications. _" Acting as a resource and 
teaming with those who are assigned to the customer. _" Support to those 
within your immediate team when necessary. _" Partnering to create and 
update technical documentation. _" Providing on site installation and other 
professional services as needed._" Meet various SLA requirements based on 
measurable metrics_" Some travel may be required._" Participate in off hours

and on call support including rotational swing, graveyard._ _

Required Skills:_ _" Previous customer support and escalation experience._" 
Excellent customer service and interpersonal skills._" Must be a team player

and excellent collaborative skills_" Demonstrates strong problem solving 
skills._" Excellent written and oral communication skills in English_" 
Ability to effectively work with tight schedules and fast paced _" 
environment to minimize problem impact on the customer_"
2 or more years experience in VoIP - A working knowledge of VoIP, related 
protocols, and standards Preferred._"
2 or more years experience/knowledge of data Networking - Knowledge, 
understanding, and practical application of technologies, protocols, and 
related standards including layer 3 switching (OSI model), TCP/IP, Ethernet,

LAN, WAN, and IP routers. _"
2 or more years experience and knowledge of Telephony protocols and 
interfaces, T1, E1, PRI, QSIG, and analog trunking._"
Experience working with Distributed Architectures - A complete understanding

of the technologies and protocols that are required to deploy and manage a 
distributed architecture e.g., numerous devices connected across an IP 
network. _"
Experience/knowledge of Telephony Applications - A complete understanding of

current telephony applications and the vendors that supply the applications 
including ACD, IVR, and CTI. _"
Must have the ability to effectively troubleshoot - Habitual use of triage 
based approaches to problem solving where the solution is reached by 
reducing the complex to the simple with an ever-narrowing focus. _"
2 Years required knowledge of Fundamentals - Knowledge, understanding, and 
practical application of basic computer systems including disk management, 
file systems, memory management and related concepts. _"
2 Years experience using Operating Systems - Knowledge and understanding of 
operating systems related to the fundamental computer systems including all 
Windows,  VXworks, Linux, and Unix._"

The successful candidate will also possess the need for knowing why things 
happen to way they do and the drive to continually evaluate and seek 
improvement for existing processes._" Fast learner able to come up to speed 
rapidly on new technologies_ _
Related Work Experience:_" Your background should include experience in the 
high tech environment, preferably in the telecommunications industry. 
Experience working at companies such as Cisco, Nortel, Lucent, and Aspect or

others providing services in the VOIP, PBX and data communications fields is

considered to be a plus. Your experience should also include a successful 
track record of working on multiple cases within the same time period._
Education:_" Bachelor's degree or related experience is required. Microsoft 
MCSE and/or CISCO certifications are considered a plus.



Sincerely,
"Bob"
Robert Tosto, J.D., Sr. Technical Recruiter
Herb Deitz & Associates, Inc.
rtosto@xxxxxxxxxxx
Tel.# 831-338-6208 (off-site)

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