Technical Support Engineer

Less than 5 years experience  •  Information Services

Salary depends on experience
Posted on 11/03/17
Salt Lake City, UT
Less than 5 years experience
Information Services
Salary depends on experience
Posted on 11/03/17

The Technical Support Engineer will provide technical assistance on applications to resolve end-user issues with the inContact™ suite of products. Duties of this position will include 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™ customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods – email, chat and voice.<div Major Functions/Responsibilities

  • Work tickets via web-based ticketing system, email, voice or chat
  • 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 not
    • Keep clear and thorough records in the ticketing system of all actions taken
  • Escalates incidents when necessary
  • 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
  • Regularly works flexible schedule and on-call services
  • Effectively and professionally communicates with internal and external customers

Education: Associates Degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.<div Experience Required:

  • Excellent technical, troubleshooting and analytical skills
  • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
  • Excellent communications skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
  • Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
  • Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)
  • Experience in a technical support role in software or telecommunications environment.
  • IP Telephony/ Telecommunications experience
  • Experience in a telephony/telecommunications
  • Dialer knowledge and Workforce Management experience
  • Web Services and API knowledge and understanding of conceptual use
  • Competent in database and SQL concepts

TECHNICAL SUPPORT ENGINEER I:

  • 1+ years work experience in a customer service field, preferably in a technical support capacity

TECHNICAL SUPPORT ENGINEER II:

  • 3-5 years work experience in a customer service field, preferably in a technical support capacity

TECHNICAL SUPPORT ENGINEER III:

  • 6+ years work experience in a customer service field, preferably in a technical support capacity

ABOUT inContact: inContact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics. inContact continuously innovates and is the only provider to offer a complete customer interaction platform in the cloud that is flexible, scalable and reliable for enterprise, small business, government and business process outsourcers. inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

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