Technical Support Engineer
Calabrio, United States
Job Description
What you’ll be doing:
- 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
We’re looking for:
- 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
Requirements
- 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
Preferred Experience:
- Experience with Data Manipulation Language (DML) queries for Microsoft SQL Server.
- Ability to decipher, analyze, and troubleshoot problems related to query execution.
- Demonstrated experience in troubleshooting API’s.
- Ability to troubleshoot web services (WSDL Soap, Restful).
- Technical expertise in testing and debugging of software.
Benefits
Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent
What we value mostworkplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work!
About Calabrio:
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform and our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Our solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight.
Awards amp; Accolades:
Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 9 years in a row, a 2022 certified Great Place to Work UK, named one of BC’s Top Employers for 2023, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.
Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, nati