Customer Support Engineer

3 weeks ago

Fulton, United States Enghouse Systems Full time

**Customer Support Engineer** Customer Support

Phoenix, Arizona

Department

**Customer Support**

Minimum Experience

**Mid-level**

The Customer Support Engineer Level 2 has a technical support background with experience supporting Enghouse Interactive products, cloud solutions, or similar technologies. In this role, the candidate provides Level 2 technical support on specific Enghouse Interactive products that reside onsite at client facilities or as a cloud-based solution, responding to support and/or escalation requests from our clients, and/or other members of the Customer Support team. Primarily responsible for engaging directly with clients and partners through omni channel interactions to fully diagnose, troubleshoot, and resolve technical issues. This position can be located across the US. (Other office locations may be available) Responsibilities: *

Test and deploy application fixes in enterprise environments *

Perform basic to advanced level troubleshooting to identify, and resolve technical issues impacting contact center operations *

Identify potential issues caused by integrations with UCaaS systems, phone switches, network equipment, telecom vendors, email systems, web server integrations, and others. *

Receive calls from customers, document issues, trouble shoot and identify application related issues *

Coordinate and manage technical project tasks as required *

Routinely communicate with the customer on open issues to gain additional information and/or advise them of the status of their reported issue *

Provide account management to specific customers and manage their on-going needs *

Effectively escalates technical issues to the Level 3 support *

Participate in shift rotation, and on-call pager rotation as required *

As an experienced Customer Support Engineer, you will have the responsibility for mentoring other support engineers on Enghouse products and troubleshooting best practices. *

Assist with onboarding new members to the Customer Support team, as needed *

Interface with 3rd party vendors and coordinates support activities *

Accountable for meeting department key performance metrics as defined by Customer Support management *

Other duties as assigned Qualifications: *

1+ year installing, configuring, troubleshooting, and administration of an Enghouse contact center product or equivalent experience * Four-year degree in IT or Computer Science or equivalent learned-on-the-job skills/experience *

Working knowledge of call center technologies used within a technical support role preferred *

1+ year of experience working technical support requests in virtualized Cloud environments *

Familiarity with cloud infrastructure providers, such as Azure, AWS, and IBM *

Related experience working with external clients in the Managed Services or IT Services industry. *

Ability to speak clearly and explain basic technical concepts to anyone over the phone and/or in writing *

Demonstrates passion and drive for creating outstanding customer service experiences *

A strong desire to learn new technologies to ensure we are helping our clients win with Enghouse Cloud solutions *

Technical aptitude and/or hands-on experience with the following technologies: Email Systems, Hypervisors, Proxy Servers, Remote support tools, VPNs, Active Directory, Firewalls, DNS, DHCP, VMWare, Microsoft 365 * Strong knowledge of Windows Client and Server Operating Systems * Telephony or phone switch experience is a strong asset * Systems administration and some programming experience a plus * Excellent verbal and written communication skills * Exceptional customer service and problem-solving skills * Possess a positive attitude, high-energy, and an eagerness to learn * 3-5 yrs SaaS exp *Enghouse Interactive Inc. is an Equal Opportunity Employer.* *#LI-EI8* Location

Phoenix, Arizona

Department

Customer Support

Minimum Experience

Mid-level

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