Tier 3 Support Engineer

4 weeks ago

Pleasant Grove, United States Alianza, Inc. Full time
Job DescriptionJob Description

Alianza is seeking a Technical Support Agent to join our Technical support department in Utah. The successful candidate will have the ability to provide professional technical support, outstanding verbal and written communication skills, and the ability to contextualize and prioritize issues. They will also understand the importance of problem ownership and working in a team environment.

Qualifications:

  • Strong technical troubleshooting skills
  • Strong communication skills including the ability to manage frustrated customers
  • Ability to professionally, clearly and quickly articulate problems and solutions (written and verbal)
  • Strong business sense and understanding of situational context
  • Strong process skills (develop, document, train and enforce)
  • Ability to work independently and in a fast-paced, high pressure environment with changing requirements
  • Proven technical ability and aptitude to quickly learn the Alianza platform
  • 3+ years of technical support experience
  • Basic networking skills and grasp of the OSI Model.
  • Wireshark skills preferred
  • Knowledge of VoIP protocols (SIP, RTP, TLS, sRTP)

Key Duties and Responsibilities:

  • Provide Technical Support directly to Alianza’s customers via phone and email
  • Be the escalation point for our customers support team, trouble shooting the issues they are unable to solve.
  • Learn and understand the Alianza platform at an expert level
  • Provide technical support and training for our partners
  • Take ownership of technical issues and drive them to a timely and satisfactory resolution
  • Ensure proper customer communication, approaching all issues from their perspective
  • Participate in weekly on call rotation
  • Prioritize issues as needed to ensure they receive proper priority and are within SLAs
  • Proactively communicate status of at-risk or unhappy customers to management
  • Go the extra mile to ensure customers are happy and satisfied with the quality of support received
  • This is an onsite position

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