inQ is a small, dynamic, and fast-growing technology company and the world’s leading chatCommerce vendor.  Our products and services enable our customers – usually large online merchants – to add an extremely effective human touch to their web site, resulting in a substantial and proven boost in conversion ratio.  Our management team consists of seasoned and successful executives who favor a goal-oriented, no-nonsense, and low-ego environment.

We are based in sunny and scenic Agoura Hills, a few miles North-West of Los Angeles, close to the excitement of the city and away from its traffic, with easy access to Malibu beaches and Santa Barbara.
To continue its growth, inQ is looking for the following positions.

How to Apply :
You may email your resume to hireme@inq.com. For all positions, please paste your resumé into the message body - DO NOT attach enclosures. In the subject field, type the name of the position for which you are applying.

Please check back often as we are constantly updating our postings. For more information about our other employment opportunities, send an email hireme@inq.com

• Senior Network Administrator

  Position Overview
  
  inQ, the leader in fully outsourced ChatCommerce solutions, is currently looking for a senior professional to do the design, implementation, and maintenance of the production network for a 24/7 ASP-based chat-commerce application.  Areas of responsibility include network, storage, security and systems administration.
  
  Primary Responsibilities

  • Responsible for network architecture and implementation in a 7x24 ASP environment. Must be able to design and implement fully redundant and scalable network architectures.
  • Configure, manage and monitor network hardware including routers, switches, load balancers, firewalls and IDS systems from multiple vendors
  • Perform network and application maintenance including installing network devices and servers
  • Conduct vulnerability testing and network security assessments including management of intrusion detection and VPN solutions
  • Perform OS and security updates for network devices and servers
  • Monitor all network devices and servers and respond immediately to resolve problems. This will require on-call 24x7 support of production systems.
  • Utilize log file monitoring tools to detect and report application, network and security issues
  • Support proprietary ASP application in development, production and test environments
  • Maintain software and hardware inventory
  • Perform system backups using Veritas Backup Exec
  • Perform troubleshooting, diagnostics, research, evaluation, and documentation of network and server issues under the guidance of Information Technology Management

  Job Qualifications

  • 5+ years networking experience; 3+ years in a production ASP or ISP environment.
  • Extensive experience with Cisco routers, switches and firewalls
  • Extensive experience with F5 load balancers
  • Experience with UNIX/Linux operating systems especially RedHat/Fedora
  • Windows 2000-2003 – Professional, Server, Advanced Server experience a plus
  • Experience with OSI model, Ethernet, TCP/IP, DNS, NFS, SMTP, IMAP, POP3, LDAP, firewall security, IIS, Exchange 2000-2003, Terminal Services, RAS (VPN), and Active Directory.
  • Able to follow and create orderly procedures
  • SAN and NAS storage experience
  • Ability to effectively communicate highly technical information to individuals with a wide range of technical understanding through both verbal and written skills
  • Bachelor’s or Technical degree in computer science or equivalent experience
  • MySQL and Microsoft SQL Server Administration experience a plus
  • VOIP and phone switch administration experience are a plus
  • Self starter with focus on continuous quality improvement
  • Must live within 40 minutes of Agoura Hills , CA

  Required Certifications

  • CCNA, CCNP, CCDP
  • Network Plus
  • Microsoft Certified Professional (MCP) or equivalent with knowledge of Windows networking
• Client Services Manager

  Position Summary

  CSM position serves as the first level of contact between the assigned client and inQ via email, phone, and face-to-face communications.  CSM provides support to internal Sales, Launch/Implementation, Customer Experience, Quality, and Operations groups during the client lifecycle.  CSM monitors and tracks client/inQ performance, working with Operations, Training, and QA to continually optimize assigned account and ensure all performance metrics are met.  CSM will monitor integrity and accuracy of data, working with appropriate teams (or Client) to resolve discrepancies.  CSM will capture and verify monthly reports and client invoicing. This position reports to the Senior Director Client Services.

  Job Responsibilities:

  • Review, develop, and document potential customer website’s product offerings, site architecture/design, order funnel flow charts, and screen shots
  • Review historical web analytics in order to baseline performance. 
  • Track and maintain account performance and deliver weekly client reports
  • Monitor integrity of sales tracking data and escalate internally or with client as appropriate
  • Support the Customer Experience team, as client subject matter expert, in creating appropriate Use Case Scenarios for Sales cycle
  • Support the Customer Experience and Launch/Implementation teams in developing business rules, launch documentation, and overall chat solution based upon client’s needs.
  • Work closely with Launch Manager during implementation.
  • Partner with Account Manager, Training Manager, and QA Managers on a regular basis to understand data trends.  Understand and document current and planned client or inQ activities that impact trends (either positively or negatively).
  • Work closely with on-shore and off-shore Account Management teams to drive improvements in areas below client goals and objectives.
  • Identify key areas of opportunity based on data analysis and share with Account Management, Training, and Operations teams to optimize account performance and customer satisfaction (based on chat survey results).
  • Act as point of contact for data / tracking queries for assigned account.
  • Participate in client / inQ meetings.
  • Partner with Account Manager in conducting Monthly reviews with client Management team.
  • Develop and deliver monthly and quarterly Account Plans for assigned clients.
  • Work with Client Services Director on Quarterly Business Reviews
  • Ensure accuracy of monthly client invoicing

   

  Candidate Qualifications

  • 4-year Bachelors Degree
  • eCommerce experience.  Telecommunications experience a plus
  • eCommerce Analytics Software experience is a must (such as Google Analytics, Hitbox/HBX, Site Catalyst, Visual Sciences or Yahoo Overture)
  • Strong Analytical skills
  • Project Management experience: Ability to work and manage several ongoing projects and consistently meet deadlines
  • Web Traffic Analysis experience a plus
  • Familiar with online channel transactions / operations and analysis of on-line buying decisions
  • Dashboard and sales reporting experience
  • Experience working in a customer facing role
  • Ability to travel a minimum of 25% annually
  • Some international travel possible; a valid passport is required
  • Strong communication and customer service skills