Technical Support Engineer Contactual

Contactual is a global provider of on-demand contact center solutions. The Contactual OnDemand Contact Center provides robust call center functionality with an innovative Human User Interface. Delivered 100 as a Software as a Service (SaaS), Contactual requires no specialized hardware or software, no telecom equipment and no up-front capital expenditures.

Contactuals contact center solution is built from the ground-up to be a true on-demand application. The result is an easy-to-use and powerful platform to improve your customer interactions, your teams efficiency, and eliminate customer frustration.
Summary:


Contactual is seeking a Technical Support Engineer for our San Carlos, CA location. This position is the primary point of contact with customers who have subscribed to Contactuals services. Successful candidates will have superior customer focus, excellent troubleshooting skills, a structured approach to problem-solving, software / CRM experience and a positive attitude in a team environment. The primary responsibility is to satisfy our customers, partners and internal teams by responding to issues quickly and communicating clearly and effectively; to solve technical problems involving telephony, PCs and networks in complex systems. Careful, methodical analysis of problems is essential: collecting information about symptoms, diagnosing the root cause of the underlying problem, testing to confirm the diagnosis, providing a solution or workaround, testing the solution, escalating internally or externally as needed if tools or expertise are not available within the Support team. PCs are used extensively internally, including the Contactual application within Internet Explorer, various internally-developed administrative and configuration applications, and Netsuite CRM.
Requirements:

3+ years experience in a Technical or Customer Support position
Excellent communication skills with written and spoken English
Methodical analytical skills applying the scientific method to troubleshooting
Technical understanding of PC operating systems and applications
Experience in networking, telephony, or web based software
Desire and ability to work directly with customers and gain their confidence, building positive relationships
Desire and ability for fast-paced professional and technical growth
Strong written and oral communication skills
Ability to multitask between multiple issues and activities
Experience with CRMs is desirable.

Location:	959 Skyway Suite 350 San Carlos, CA 94070 United States