Technical Support Engineer II
Company Name:
inContact
The Technical Support Engineer is responsible for providing world class technical assistance on applications to the end-user with the inContact(TM) suite of products. This position will include building relationships with customers by being attentive to their immediate needs, troubleshooting and diagnosing escalated customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the inContact(TM) customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will work with both internal and external customers to solve complex problems such as trouble ticket queues and inbound trouble reports via email, chat, and voice. The candidate will work in a team of other highly-skilled professionals unified in exceeding customer expectations and meeting company growth objectives.
__This Is What You''ll Get To Do: __
TECHNICAL
Identifies and resolves all technical challenges as appropriate; executes duties in a thorough and timely manner
Manages trouble tickets with the goal of closing tickets and supporting customers quickly and efficiently
Regularly works flexible schedule and on-call services.
Provides escalated support to related corporate departments.
Acts as a technical liaison or subject matter expert in matters of support to cross-functional inContact departments.
Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices.
Answers trouble calls/reports.
When working tickets:
Validate for correct prioritization and monitor communication to users of progress
Fix end-user issues that can be resolved on applications
Record and route incidents to specialist groups
Provides resolution and recovery of incidents
Keep clear and thorough records in the ticketing system of all actions taken
Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1
and Toll Free services
Opens and monitor incidents created with 3rd party providers
Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
Reads and analyzes network diagrams
Effectively and professionally communicates with internal and external customers
BUSINESS
Presents a professional image in conduct, attitude and attire
Attends meetings and trainings as required
Provides insight and feedback on technical issues to immediate supervisor and other outside groups
Acts as a liaison to groups outside of inContact Support.
Follows the company Code of Ethics and inContact policies and procedures at all times.
Works directly with inContact product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
__Successful Candidates Will Have The Following:__
Associates Degree or currently pursuing Bachelor's Degree in Computer Science, Business Information Systems or similar field or equivalent work experience.
3-5 years in a technical support role for software and hosted products
Demonstrated technical problem solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users/customers
Excellent customer service and communication skills, both verbal and written
Ability to multitask and work well in a fast-paced environment
Able to work with little supervision and complete projects
Working technical knowledge of contact center software/design/functionality
Demonstrated experience in a fast paced environment and meeting customer time constraints
Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)
__Bonus
Experience:__
TCP/IP networking knowledge and VoIP technology exposure
Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
Understanding of basic scripting fundamentals
Solid understanding of TCP/IP and internet fundamentals
Extensive software, telecommunications and IP Telephony
Experience using SIP signaling
Competent in database and SQL concepts and scripting
Dialer knowledge and Workforce Management experience
Web Services and API knowledge and understanding of conceptual use
Competent in database and SQL concepts
Position: Technical Support Engineer II
Location: Midvale, UT
Job Id: 1360-1192A
# of Openings: 1Estimated Salary: $20 to $28 per hour based on qualifications.
inContact
The Technical Support Engineer is responsible for providing world class technical assistance on applications to the end-user with the inContact(TM) suite of products. This position will include building relationships with customers by being attentive to their immediate needs, troubleshooting and diagnosing escalated customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the inContact(TM) customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will work with both internal and external customers to solve complex problems such as trouble ticket queues and inbound trouble reports via email, chat, and voice. The candidate will work in a team of other highly-skilled professionals unified in exceeding customer expectations and meeting company growth objectives.
__This Is What You''ll Get To Do: __
TECHNICAL
Identifies and resolves all technical challenges as appropriate; executes duties in a thorough and timely manner
Manages trouble tickets with the goal of closing tickets and supporting customers quickly and efficiently
Regularly works flexible schedule and on-call services.
Provides escalated support to related corporate departments.
Acts as a technical liaison or subject matter expert in matters of support to cross-functional inContact departments.
Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices.
Answers trouble calls/reports.
When working tickets:
Validate for correct prioritization and monitor communication to users of progress
Fix end-user issues that can be resolved on applications
Record and route incidents to specialist groups
Provides resolution and recovery of incidents
Keep clear and thorough records in the ticketing system of all actions taken
Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1
and Toll Free services
Opens and monitor incidents created with 3rd party providers
Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
Reads and analyzes network diagrams
Effectively and professionally communicates with internal and external customers
BUSINESS
Presents a professional image in conduct, attitude and attire
Attends meetings and trainings as required
Provides insight and feedback on technical issues to immediate supervisor and other outside groups
Acts as a liaison to groups outside of inContact Support.
Follows the company Code of Ethics and inContact policies and procedures at all times.
Works directly with inContact product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
__Successful Candidates Will Have The Following:__
Associates Degree or currently pursuing Bachelor's Degree in Computer Science, Business Information Systems or similar field or equivalent work experience.
3-5 years in a technical support role for software and hosted products
Demonstrated technical problem solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users/customers
Excellent customer service and communication skills, both verbal and written
Ability to multitask and work well in a fast-paced environment
Able to work with little supervision and complete projects
Working technical knowledge of contact center software/design/functionality
Demonstrated experience in a fast paced environment and meeting customer time constraints
Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)
__Bonus
Experience:__
TCP/IP networking knowledge and VoIP technology exposure
Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
Understanding of basic scripting fundamentals
Solid understanding of TCP/IP and internet fundamentals
Extensive software, telecommunications and IP Telephony
Experience using SIP signaling
Competent in database and SQL concepts and scripting
Dialer knowledge and Workforce Management experience
Web Services and API knowledge and understanding of conceptual use
Competent in database and SQL concepts
Position: Technical Support Engineer II
Location: Midvale, UT
Job Id: 1360-1192A
# of Openings: 1Estimated Salary: $20 to $28 per hour based on qualifications.
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