Customer Support Engineer, Level 3
Enghouse Systems
4d ago

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
  • Qualifications :

    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
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