Technical Support Engineer

inContact   •  

Salt Lake City, UT

Industry: Enterprise Technology


Not Specified years

Posted 43 days ago


Financial Responsibilities

Any issue with our software that impairs the operation of a customer's contact center has significant financial ramifications for them. Our ability to restore service, improve their understanding, and resolve chronic issues will greatly increase the value they receive from our solutions and will reduce financial risk when they experience problems.​

Major Functions/Responsibilities

  • Develop subject matter expertise in our core technologies, and at least one other technology specialty

Provide technical support to customers via phone, online, chat, and email

Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your workwhile building confidence among all customers and stakeholders

Ability to actively listen, ask relevant questions and challenge customers appropriately

Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution

Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of case work are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process

Reach agreement with the customer on the severity and priority of each issue, ensuring that it is properly set in the case throughout the resolution process

Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)

Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue

Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills

Effectively listen to all customer communications, identifying and logging all issues that are expressed. Ensure that all issues are resolved, including those that are regarding process, general concerns, chronic or systemic in nature

Open and monitor incidents created with 3rd party providers

Create useful knowledge content and update existing knowledgebase articles using Knowledge Centered Service (KCS) methodology

Develop broad and specific industry knowledge and continually sharpen understanding of contact center and technology business practices

Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations

Develop and maintain consistent performance on all key performance indicators

Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation

Use tools to pull and effectively analyze logs, traces, packet captures, etc. to determine root cause of issues

Read and analyze network and other technical diagrams to aid in problem diagnosis and resolution

While a consistent work schedule is the norm, the ability to work a flexible schedule and provide on-call services may be required

This job description is not intended to be all-inclusive, and you will also perform other reasonable related business duties as assigned by your immediate supervisor and other management as required. As requirements and best practices of our business change, responsibilities and functions of this position may be modified to ensure the best customer experience. This job description does not constitute a written or implied contract of employment.

Education Requirements:

  • Associates degree or currently working towards a Bachelors degree in Computer Science, Business Information Systems, Networking or similar field, or equivalent work experience required.

Experience Required:

  • 2+ years' work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software
  • 2+ years' experience working with and knowledge in at least one of these technologies: Contact center software, Telecommunications, Computer Networking, Programming and Integrations.Specific technologies include but are not limited to:
  • ACD/IVR, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, etc.

  • SONUS, WebRTC, SIP, LCR, VBR, PSTN, VoIP, Dedicated circuits (T1, DS3, MPLS, etc.), Dialer best practices, PBX, Carrier interactions, OC-X, 1+ and toll-free services

  • Ethernet hardware, load balancers, proxies, firewalls routers, gateways. Protocols including but not limited to TCP/IP, HTTP, HTTPS, FTP, SFTP, RTP, VPNs, DNS, SMTP, UDP, TCP, IP, and ARP

  • Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's, Scripting Logic Development, Log based fault isolation,

  • C based languages, XML, JSON, etc. Browser software including IE, Chrome and developer tools

  • CRM software such as Salesforce

  • Strong technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments.