Description
A Contact Center Technical Support Engineer is the focal point for all customer requests for technical support.
Responsibilities
As a Tier 2 Technical Support Engineer, you will work in a team environment and play a key role in ensuring customer satisfaction by troubleshooting and quickly resolving elevated technical concerns and questions with our call center product, Interactive Intelligence. You will work through incoming Tier 2 requests for support, system down emergencies, errors and triage of hardware, software, network and/or telephony problems including completion and thorough issue documentation using our internal ticketing process and initiation of the internal billing processes. You will effectively provide resolution for issues ranging for issues relatively complex in nature including thorough follow-up support and closure to issues, as well as educating the customer on system capabilities. This support role involves participation in our on-call rotation (about every 6 to 8 weeks), some after hour works (we need to be there when issues need to be dealt with), and some travel can be expected (typically 10 to 25%).
Qualifications
Technical Expertise
When it comes to the technical aspects of the role, you will have experience working with Interactive Intelligence software at a Tier 2 level, or can clearly demonstrate that they are ready to move to that level. You are knowledgeable working in/around Windows, networks (LAN/WANS), client server applications and telephony protocols. You have solid working knowledge of networking and Cisco technologies. You can effectively identify system hardware/software problems and confidently provide a remedy. You thrive when it comes to comprehending and working with new and emerging technologies such as VoIP (SIP), LYNC, and Windows Infrastructure.
Soft Skills
You exude high standards and expectations – and want an environment where that is at the core foundation. Your customer service excellence oozes from your pores. Customers love working with you when their issues seem insurmountable – you’ve got the technical wherewithal and are zealous when it comes to bringing their issue to closure.
You’re all about the team – communication and collaboration are a natural part of your DNA. You have tact to work effectively with those who can help you including other technical staff within Avtex as well as our manufacturer representatives. You’re confident in your interactions with your customers but humble enough to shake a bit in your shoes when a Big Wig calls you directly with an issue. You’re naturally committed to meeting and exceeding our internal service level commitments – and your colleagues know they can count on you.
Education
You value education and training; as a result you will likely have a two or four-year degree in a relevant program, and training or certifications that support your current career path. Sound like you? Then we want to hear from you!
*All candidates must be legally eligible to work in the United States without sponsorship. Sorry, no Visa Sponsorships available. Consulting Companies, Staffing Agencies and 3rd Party Recruiters need not apply.
About Avtex
Avtex is an information technology consulting firm that designs, develops and deploys technology solutions to address today's business opportunities. Avtex provides project management and development services to fortune 500 companies in addition to providing complete information technology services to both small and medium-sized businesses. Our consultants have years of experience providing "world class" solutions to hundreds of businesses throughout the upper Midwest.