Technical Customer Support Engineer Calabrio
THIS JOB HAS EXPIRED POSITION SUMMARY
Technical Customer Support Engineers provide quality support for Calabrio?s customers. This includes receiving product inquiries; answering questions of varying complexity; and resolving problems for direct end-users of the products as well as for engineers from channel partners.
? Perform complete and accurate entry of information into CRM
? Provide general product information, configuration support, collection of relevant technical problem identification information, and filter non-technical problems from technical problems
? Review manuals, release notes, and patch documentation for possible issue resolution
? Verification of compatibility matrix?s that are appropriate
? Provide customer with status updates and ongoing communication
? Provide problem isolation and product specification defect determination
? Lab simulation of problem reported and interoperability testing if appropriate
? Action plan creation and description based on information gathered during problem isolation
? Enable debugging during isolation of problem to capture failure mode and analyze trace logs associated with failure mode
? Provide technical assistance to all Calabrio customers for all products sold by Calabrio or Calabrio?s Reseller partners.
? Act as On-Call Support in a rotation during evening and weekend hours.
? Open trouble tickets on an automated help desk system.
? Perform complete, accurate, and timely entry of information into CRM for all cases worked on.
? Execute a detailed problem escalation procedure within Calabrio and with other external system providers.
? Provide status to the Calabrio management, the customer, Calabrio sales and external system providers support staff as necessary.
? Utilize remote secure access technologies such as VPN to diagnose and resolved customer issues.
? Support Deployment Engineers and Application Consultants when they are on site and act as a liaison to appropriate engineering resources during installation or upgrades
? Employ methodical problem resolution techniques to remotely diagnose hardware and operation system end applications using diagnostic utilities.
? Meet service level agreements set by the Support Manager
? Occasional travel may be required to customer sites
? Flexible shift schedules
Technical Customer Support Engineer
? Excellent troubleshooting and analytical skills.
? Excellent verbal and written communication skills.
? In depth knowledge of products and systems they integrate with
? Able to manage difficult and stressful customer situations
? Must possess attention to detail and a sense of urgency
? Capable of simultaneously managing several tasks
? Report to a manager or higher
? Work closely with peer engineers, group leads and other employees and departments within the company
? Direct work with customer and partners.
? Customer service experience and experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (i.e. agent desktop, IP-IVR, instant messaging, workforce management, call recording).
o Level 1: 1 ? 3 years
o Level 2: 3 ? 5 years
o Level 3: 5+ years
? Two-year technical degree requires; four-year degree preferred
? CCNA/CCNP/MCSE desired
||605 Highway 169 North |
Minneapolis, MN 55441
THIS JOB HAS EXPIRED