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Technical Customer Support Engineer Calabrio
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.
CORE EXPECTATIONS
? 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 Engineer2 P a g e
Calabrio, Inc.
Proprietary and Confidential
CORE COMPETENCIES
? 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
WORKING RELATIONSHIPS
? 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.
EDUCATION/EXPERIENCE
? 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
Benefits:
We value our employees? time and efforts. Our commitment to your success is enhanced by our
competitive compensation and extensive benefits package including paid time off, medical,
dental, vision and 401k benefits and future growth opportunities within the company. Plus, we
work to maintain the best possible environment for our employees, where people can learn and
grow with the company. We strive to provide a collaborative, creative environment where each
person feels encouraged to contribute to our processes, decisions, planning and culture. To
learn more about our company please visit: www.calabrio.com.
| Location: | 605 Highway 169 North Minneapolis, MN 55441 United States |
|---|
Calabrio
Investors: Split Rock PartnersAll Jobs: at Calabrio
| Web Site: | www.calabrio.com |
|---|---|
| Headquarters: | 605 Highway 169 North Minneapolis, MN 55441 United States |
| Industry: | Software |
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