Level 2 Support Engineer

Summary

Join Calabrio, a leading provider of customer experience intelligence solutions, as an L2 Support Engineer. In this role, you will be responsible for providing technical assistance to Calabrio customers and partners, resolving technical issues, and improving internal processes to deliver exceptional customer experiences. You will utilize your expertise in contact center technologies, troubleshooting skills, and communication abilities to manage escalations, collaborate with internal teams, and ensure customer satisfaction. This position requires 3-5 years of customer service experience and experience with contact center technologies from leading IP telephony vendors.

Requirements

• 3-5 years of customer service experience and experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (i.e. agent desktop, IP-IVR, instant messaging, workforce management, call recording)
• Excellent troubleshooting and analytical skills
• Excellent verbal and written communication skills
• In dept knowledge of products and systems they integrate with
• Able to manage difficult and stressful customer situations
• Must possess attention to detail and a sense of urgency
• Capable of simultaneously managing several tasks

Responsibilities

• Provide technical assistance to all Calabrio customers for all products sold by Calabrio or Calabrio’s Reseller partners
• Perform complete, accurate, and timely entry of information into CRM for all cases worked on
• Employ methodical problem resolution techniques to remotely diagnose software, hardware and operation system end applications using diagnostic utilities and cloud monitoring technologies
• Utilize remote secure access technologies such as, WebEx, VPN, and other Video conferencing tools to diagnose and resolve customer issues
• Engage with customer across various channels such as Phone, email, live chat, and community platforms
• Provide general product information, configuration support, collection of relevant technical problem identification information to ensure customer continues to find value in our product
• Provide customer with status updates and ongoing communication
• Be there for our customers by being consistently logged into Calabrio’s ACD while on shift or scheduled for calls
• Review manuals, release notes, and patch documentation for possible issue resolution
• Verification of compatibility matrix’s that are appropriate
• Act as On-Call Support or escalation contact in a rotation during evening and weekend hours
• Follow established processes and escalation procedures
• Handle critical customer escalations, ensuring timely resolution with internal and external communication management
• Expand team knowledge on emerging technologies and diagnostic methods
• Mentor team members on process and product expertise
• Meet service level agreements set by the Support Manager or Director

Preferred Qualifications

• Technical degree preferred
• CCNA/CCNP/MCSE preferred
• IP Telephony experience beneficial
• Experience with Data Manipulation Language (DML) queries for Microsoft SQL Server
• Ability to decipher, analyze, and troubleshoot problems related to query execution
• Demonstrated experience in troubleshooting API’s
• Ability to troubleshoot web services (WSDL Soap, Restful)
• Technical expertise in testing and debugging of software

Benefits

Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements)