CUSTOMER SUPPORT ENGINEER LEVEL 1 Voxware
Voxware, Inc. a leading supplier of voice?based solutions for the logistics workforce is seeking an experienced Customer Support Engineer.
The key responsibility of this position is supporting our "Voice Management Suite" product, which utilizes state-of-the-art technology and our industry-leading voice recognition engine to dramatically improve the operation of our clients? distribution centers.
In this position you will be working directly with customers as well as internal teams to resolve complex technical issues. A desire to troubleshoot and be at the center of issues is required.
Essential Duties and Responsibilities
This is a highly customer-centric position, and it is expected that this person will maintain a professional and pleasant manner at all times
Perform expert level investigation of customer issues, identifying their root cause, and correcting when possible
Coordinate with Level 2 Engineers, implementation engineers, developers, and project managers to resolve client issues
Ability to document problems in a timely manner in order to maintain a knowledge base of accurate, precise problem symptoms and their resolutions to improve the effectiveness of our team and the information available to our clients
Document and track software changes accurately with defect management tools
Flexible schedule and on call hours required
Essential Knowledge, Skills, Abilities and Background
Significant experience performing technical support activities for an enterprise software product
Strong knowledge of various operating systems (Windows, Linux, Unix)
Debugging and troubleshooting of software applications in a networked environment
Linux and Windows operating systems administrative capability
Strong skills in server, wireless networking and wireless hardware support
Familiarity with Java Applications, Tomcat, Apache Web Servers
Familiarity with multiple database environments like Oracle, MySql, MS SQL Server
Ability to develop and interpret technical documentation
Ability to work independently and as part of a team
Ability to work a variety of shifts for support coverage including statutory holiday rotation
Excellent oral and written communication skills
A passion for problem solving and ensuring customer satisfaction
Pluses include: familiarity with Speech Recognition applications, Warehouse Logistics and the Supply Chain industry
The following certifications are desired but not required:
A+ or Network+ or Server+
MCTS or MCITP
CCENT or CCNA
Voxware is a dynamic, professional, fast-paced company offering an attractive compensation and benefits package, including a comprehensive health insurance plan, 401(k) plan, paid time off, and a flexible work environment.
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