Technical Support Engineer 2

Vocera Communications   •  

Fort Wayne, IN

Industry: Telecommunications

  •  

Less than 5 years

Posted 161 days ago

This job is no longer available.

Position Description: As a Vocera Technical Support Engineer, you will be working in a dynamic, fast-paced environment, helping doctors, nurses, clinical staff, IT organizations, and system administrators deliver outstanding patient care. You will use your technical expertise to investigate issues, research solutions, and deliver excellent customer service. This is not a call center; our support team works together to tackle technical challenges and provide a positive experience for our customers.

You will provide remote support to worldwide customers during normal business hours (6am – 6pm PST). Late shift work will be necessary on an as-needed basis.

Responsibilities

  • You will document and handle reported technical issues
  • Monitor and respond to customer inquiries accurately and with a sense of urgency
  • You will handle customer communication, assuring timely status updates and issue resolution
  • Collaborate within the company, raising issues and engaging others to tackle difficult problems
  • Review product documentation prior to new releases to further your product knowledge
  • Report product defects and enhancement requests to the appropriate partner
  • You will identify and advocate product supportability requirements

Competencies

  • Ability to learn and apply skills in a fast-paced environment with dynamic priorities
  • Analytical, troubleshooting and problem solving skills
  • Excellent written and verbal communication skills
  • Passionate about giving customers a quality experience
  • Ability to see challenging problems as opportunities to discover something new
  • Must possess the desire to develop the skills necessary to maintain and troubleshoot diverse technologies
  • Should be inquisitive, customer focused, hard-working, interested in exploring a variety of technologies, having a strong desire to build your technical expertise

Requirements

  • BA in Computer Science, or equivalent
  • 2+ years of meaningful experience in customer technical support
  • MS Windows system administration knowledge is required
  • Experience with PBX/telephony systems or related system equipment, ISDN and SIP Cisco CUCM and router configurations for telephony preferred
  • Knowledge of DMG (Digital Media Gateway) preferred
  • Experience providing technical supporting within healthcare, (nurse call system integration) is preferred
  • Wireless (802.11 a/b/g/n) infrastructure systems experience
  • Java and script programming is useful for support tool development
  • Working experience with industry standard LAN technologies is definite plus
  • Certifications in MCITP, Networking (CCNA, etc.) or CWNA
  • Minimal travel to customer sites (less than 10%)