Technical Customer Support Engineer - Level 1 | Calabrio

Technical Customer Support Engineer – Level 1

A Level 1 Support Engineer is a mediator for engineering and customers.  They are the escalation point for customer reported technical issues. The L1 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 resolve 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 amongst teams
  • Open communication across the company
  • Ambitious
  • Accountable
  • Customer Success!

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