Technical Support Analyst III
Company Name:
inContact
The Technical Service Desk is responsible for providing technical assistance on applications to end-users of the inContact(TM) suite of technology products. Duties of this position will include troubleshooting unique 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.
A successful Technical Service Analyst III will be responsible for assisting the Technical Service Desk (L1 and L2 analysts) to provide advanced technical assistance of custom applications to end-users of the inContact(TM) suite of technology products. Responsibilities include ensuring published service level agreements are met and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base. This position requires the ability to troubleshoot unique customer issues, higher network and platform level issues, act in a consultative fashion to help the Service Desk arrive at a mutually beneficial solution for our customers, carriers, partners and coordinate with internal departments to provide a collaborative solution experience that will leave the inContact(TM) customer with a positive experience and a product that meets their needs.
Additionally, a Technical Support Analyst III will train new analysts and work with existing Analysts to improve work flow and assist in troubleshooting. This position will also assist the Manager and Director of Technical Service Desk by acting as a backup when needed and providing insight and feedback on technical issues.
__This Is What You'll Get To Do:__
Provides a specialized skill set and experience to successfully address and resolve Incidents that cannot be resolved by Technical Support Analysts I and II.
Investigates and coordinate resolution and recovery actions for assigned Incidents.
Acts as a technical liaison or subject matter expert in matters of support to cross-functional inContact departments.
Trains and helps to support Technical Service Level 1 and Level 2 Analysts in advanced trouble-shooting needs.
Continually finds ways to improve process and workflow efficiency, including staying up to date on industry best practices.
Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices.
Creates, manages and responds to trouble-tickets submitted to L3 by internal departments on behalf of customers experiencing challenges using inContact(TM) technology software and connectivity products.
Responsible for working with 3rd party vendors including partners and carriers.
Attends meetings and trainings as required.
Responsible for supporting high level escalations during business hours.
Must be available 24/7 as an escalation point for L2 staff and management.
Identifies and resolves all technical challenges as appropriate, executes duties in a thorough and timely manner.
Ability to troubleshoot connectivity issues with T1, DIA, DS3, Ethernet, OC-X, VoIP/SIP, 1
and Toll Free services.
Ability to understand and follow network diagrams.
Supports internal organizations in troubleshooting and identifying issues with the network, platform and product suite.
Identifies and documents product and network defects requiring code changes to correct bugs.
Ability to read and comprehend application and server log files.
Manages trouble tickets seeking to close tickets and support customers quickly and efficiently on an occasional basis as needed.
Regularly works flexible schedule and on-call services.
Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices.
Expert in 5 verticals of our product offering.
Able to correctly diagnose routing change needs and implement these temporary solutions to resolve network issues related to carrier and partner service disruptions.
__Successful Candidates Will Have The Following:__
Bachelors Degree in Computer Science, Networking or equivalent work experience required.
6
years in a technical role in telecommunications or LAN/WANs
A minimum of 1 year in a technical support role for software and hosted products
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
TCP/IP networking knowledge and VoIP technology exposure, including SIP,H323 and softphone knowledge
Web Services and API knowledge and understanding of conceptual use
Demonstrated technical problem solving proficiency
Understanding of basic scripting fundamentals
Solid understanding of internet fundamentals
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
Proficient in Microsoft Office applications
Able to work with little supervision and complete projects per specifications and deadlines
Meet requirements of Levels 1-2 training and abilities
__Bonus
Experience:__
Extensive software, telecommunications and IP Telephony
Experience using SIP signalling
Web Services and API knowledge and understanding of conceptual use
Competent in database and SQL concepts and scripting
Dialer knowledge and use
Knowledge and troubleshooting experience of telecom circuits from DS-0 through OC-48
Workforce Management experience
ITIL experience
Position: Technical Support Analyst III
Location: Midvale, UT
Job Id: 1442-1442
# of Openings: 1Estimated Salary: $20 to $28 per hour based on qualifications.
inContact
The Technical Service Desk is responsible for providing technical assistance on applications to end-users of the inContact(TM) suite of technology products. Duties of this position will include troubleshooting unique 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.
A successful Technical Service Analyst III will be responsible for assisting the Technical Service Desk (L1 and L2 analysts) to provide advanced technical assistance of custom applications to end-users of the inContact(TM) suite of technology products. Responsibilities include ensuring published service level agreements are met and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base. This position requires the ability to troubleshoot unique customer issues, higher network and platform level issues, act in a consultative fashion to help the Service Desk arrive at a mutually beneficial solution for our customers, carriers, partners and coordinate with internal departments to provide a collaborative solution experience that will leave the inContact(TM) customer with a positive experience and a product that meets their needs.
Additionally, a Technical Support Analyst III will train new analysts and work with existing Analysts to improve work flow and assist in troubleshooting. This position will also assist the Manager and Director of Technical Service Desk by acting as a backup when needed and providing insight and feedback on technical issues.
__This Is What You'll Get To Do:__
Provides a specialized skill set and experience to successfully address and resolve Incidents that cannot be resolved by Technical Support Analysts I and II.
Investigates and coordinate resolution and recovery actions for assigned Incidents.
Acts as a technical liaison or subject matter expert in matters of support to cross-functional inContact departments.
Trains and helps to support Technical Service Level 1 and Level 2 Analysts in advanced trouble-shooting needs.
Continually finds ways to improve process and workflow efficiency, including staying up to date on industry best practices.
Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices.
Creates, manages and responds to trouble-tickets submitted to L3 by internal departments on behalf of customers experiencing challenges using inContact(TM) technology software and connectivity products.
Responsible for working with 3rd party vendors including partners and carriers.
Attends meetings and trainings as required.
Responsible for supporting high level escalations during business hours.
Must be available 24/7 as an escalation point for L2 staff and management.
Identifies and resolves all technical challenges as appropriate, executes duties in a thorough and timely manner.
Ability to troubleshoot connectivity issues with T1, DIA, DS3, Ethernet, OC-X, VoIP/SIP, 1
and Toll Free services.
Ability to understand and follow network diagrams.
Supports internal organizations in troubleshooting and identifying issues with the network, platform and product suite.
Identifies and documents product and network defects requiring code changes to correct bugs.
Ability to read and comprehend application and server log files.
Manages trouble tickets seeking to close tickets and support customers quickly and efficiently on an occasional basis as needed.
Regularly works flexible schedule and on-call services.
Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices.
Expert in 5 verticals of our product offering.
Able to correctly diagnose routing change needs and implement these temporary solutions to resolve network issues related to carrier and partner service disruptions.
__Successful Candidates Will Have The Following:__
Bachelors Degree in Computer Science, Networking or equivalent work experience required.
6
years in a technical role in telecommunications or LAN/WANs
A minimum of 1 year in a technical support role for software and hosted products
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
TCP/IP networking knowledge and VoIP technology exposure, including SIP,H323 and softphone knowledge
Web Services and API knowledge and understanding of conceptual use
Demonstrated technical problem solving proficiency
Understanding of basic scripting fundamentals
Solid understanding of internet fundamentals
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
Proficient in Microsoft Office applications
Able to work with little supervision and complete projects per specifications and deadlines
Meet requirements of Levels 1-2 training and abilities
__Bonus
Experience:__
Extensive software, telecommunications and IP Telephony
Experience using SIP signalling
Web Services and API knowledge and understanding of conceptual use
Competent in database and SQL concepts and scripting
Dialer knowledge and use
Knowledge and troubleshooting experience of telecom circuits from DS-0 through OC-48
Workforce Management experience
ITIL experience
Position: Technical Support Analyst III
Location: Midvale, UT
Job Id: 1442-1442
# of Openings: 1Estimated Salary: $20 to $28 per hour based on qualifications.
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