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Technical Support Engineer


Technical Support Engineer



US - Minnesota - Minneapolis

A Support Engineer is a mediator for engineering and customers. They are the escalation point for customer reported technical issues. The engineer is responsible for making sure all customer issues are addressed in a timely and efficient matter.



WHAT PROBLEMS WILL YOU BE SOLVING?



  • Perform complete, accurate, and timely entry of information into CRM for all cases worked on
  • Consistently logged into Calabrio’s ACD while on shift or scheduled for calls
  • 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 technical assistance to all Calabrio customers for all products sold by Calabrio or Calabrio’s Reseller partners
  • Act as On-Call Support or escalation contact in a rotation during evening and weekend hours
  • Follow established escalation procedures
  • Utilize remote secure access technologies such as VPN and WebEx to diagnose and resolved customer issues
  • 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 or Director
  • Occasional travel may be required to customer sites


WHAT SKILLS WILL MAKE YOU SUCCESSFUL?



  • Excellent troubleshooting and analytical skills
  • Excellent verbal and written communication skills
  • Able to manage difficult and stressful customer situations
  • Must possess attention to detail and a sense of urgency
  • Capable of simultaneously managing several tasks
  • Other core competencies will be defined by your direct supervisor/manager
  • IP Telephony experience beneficial


WHAT IS REQUIRED FOR YOU TO APPLY?



  • 1-3 years of technical customer service experience
  • 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) preferred
  • Two-year technical degree required four-year degree preferred


WHAT VALUES ARE IMPORTANT TO CALABRIO?



  • Collaboration
  • Open communication across the company
  • Ambitious
  • Accountable
  • Customer Success




Posted 19 Days Ago Full time R1169



Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management and voice-of-the-customer analytics—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience. Calabrio ONE is easy to use, which empowers management to align activities and resources quickly with the demands of today’s multichannel customer. The secure platform has a lower total cost of ownership and can be deployed and expanded on a public, private or hybrid cloud.



Calabrio has been a Star Tribune Top Workplace for 4 years in a row.



Find more at http://calabrio.com/ and follow @Calabrio on Twitter.Show moreShow less
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