The Role :
This position is responsible for delivering Level 3 application support for Cisco compatible Attendant Console applications.
Success will require technical aptitude, process adherence, and attention to detail. Serving as the lead application support contact for global support, product management, and research and development teams;
professional communication skills are a must.
In addition to application support roles, this position will manage product forums, email alias communications, defect tracking tools, oversee / participate in beta trials and early field application testing, and represent the business unit in a technical capacity.
Essential Functions, Duties and Responsibilities :
Provide level 3’ application support in adhere to established Service Level Agreements (SLA)
Professionally and extensively document any troubleshooting steps, problem statements, trace analysis, and any other requirements tied to support endeavors.
These communications are often solely relied on by engineering, development, product management, account teams, and executive teams to effectively manage customer expectations and adherence to SLAs.
High technical aptitude is required to be successful in this role, as level 3 engineers will need to capable of performing trace analysis and troubleshooting issues without predefined solutions.
Manage public facing bug tracking tool
Manage Beta / Early Field Testing programs for market releases
Provide on-call support on a revolving basis
Provides exceptional quality support by maintaining high standards of courtesy, listening skills, rapport building skills, client-expectation management, and handling difficult situations
Build and maintain labs for training, testing beta builds, recreating customer environments, and testing fixes / workarounds
Where required, provide training to end-customers, partners, and resellers on how to use our software products
Minimum Required Qualifications :
3 or more years of experience in proprietary software support / services organization
3 or more years technical support, network and / or system administration, experience in a Microsoft environment, or Cisco unified communications experience.
Other Required Qualifications :
Professional written and oral communication skills (There is an extensive amount of writing required with this role, which has to be detailed, timely, and audience appropriate)
Must exhibit professionalism and poise under the pressure of solving real-time issues; while simultaneously calming escalations.
Ability to prioritize a large number of assignments, covering a large volume of information with minimal supervision
Experience working remotely and / or globally distributed teams
Ability to participate in an on-call roster for delivering afterhours / weekend / holiday support to customers
Flexibility in working hours to support a globally distributed consumer base and product management team
Preferred Experience :
Experience in support / services involving computer-based telephony software
Experience with Cisco Unified Communications Manager and CTI highly desired
Experience in Contact Center / IVR software support / implementation
Technical writing experience
Experience supporting OEM solutions