Customer Support Engineer CallCopy
THIS JOB HAS EXPIRED CallCopy?s Customer Support Engineers provide industry-leading service to new and existing CallCopy clients. Customer Support Engineers focus on ?tier 2? support, working directly with clients to upgrade software and troubleshoot server-level issues such as database errors, basic scripting changes, software configuration, and telephony integration. Customer Support Engineers also provide timely updates to clients regarding outstanding issues and manage a diverse and changing caseload while working internally with various functional teams, such as Account Management, Project Management, and Development.
A Customer Support Engineer will:
Accept incoming reports of issues via phone, Email, and internal assignment.
Effectively troubleshoot server-side issues with call recording, screen capturing, and other CallCopy products and services.
Frequently update case documentation, including issue updates, root cause assessments, and solutions to common issues.
Track billable and non-billable time related to casework, projects, and miscellaneous day-to-day tasks.
Occasionally travel on-site to clients? offices to upgrade software or troubleshoot issues.
Be available for a scheduled, 24/7 on-call rotation.
Attend internal as well as client-facing meetings as needed.
Requirements and Qualifications:
Candidates for a Customer Support Engineer position are expected to have:
Advanced experience with troubleshooting software, preferably in a web- or server-based environment.
Familiarity with database operations, specifically with regard to Microsoft SQL Server 2005 and above.
Experience working in a phone-based desktop or technical support environment.
Ability and availability to travel domestically and internationally as needed.
Ideal candidates for a Customer Support Engineer position will have:
Working knowledge of enterprise-level server infrastructure.
Experience with call recording and screen capture solutions.
Understanding of TDM and VoIP concepts.
Experience deploying and maintaining enterprise-level software solutions.
Fundamental understanding of C# programming and programming logic.
||Columbus, OH |
THIS JOB HAS EXPIRED