The Technical Support Engineer is a mediator for engineering and customers.&nbsp; They are the escalation point for customer reported technical issues.&nbsp;This person is responsible for making sure all customer issues are addressed in a timely and efficient matter.
 
WHAT YOU'LL BE DOING
 
<ul>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Perform complete, accurate, and timely entry of information into CRM for all cases worked on</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Consistently logged into Calabrio’s ACD while on shift or scheduled for calls</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Provide general product information, configuration support, collection of relevant technical problem identification information, and filter non-technical problems from technical problems</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Review manuals, release notes, and patch documentation for possible issue resolution</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Verification of compatibility matrix’s that are appropriate</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Provide customer with status updates and ongoing communication</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Provide technical assistance to all Calabrio customers for all products sold by Calabrio or Calabrio’s Reseller partners</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Act as On-Call Support or escalation contact in a rotation during evening and weekend hours</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Follow established escalation procedures</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Utilize remote secure access technologies such as VPN and WebEx to diagnose and resolved customer issues&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Employ methodical problem resolution techniques to remotely diagnose hardware and operation system end applications using diagnostic utilities</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Meet service level agreements set by the Support Manager or Director</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Occasional travel may be required to customer sites</li>
</ul>
 
EXPERIENCE WE'RE LOOKING FOR
 
<ul>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Excellent troubleshooting and analytical skills</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Excellent verbal and written communication skills</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Able to manage difficult and stressful customer situations</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Must possess attention to detail and a sense of urgency</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Capable of simultaneously managing several tasks</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Other core competencies will be defined by your direct supervisor/manager</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">IP Telephony experience beneficial</li>
</ul>
 
WHAT IS REQUIRED FOR YOU TO APPLY?
 
<ul>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">1-3 years of technical customer service experience</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">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) preferred</li>
<li style="margin: 0px; font-stretch: normal; font-size: 13px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Two-year technical degree required four-year degree preferred</li>
</ul>

The Technical Support Engineer is a mediator for engineering and customers.
They are the escalation point for customer reported technical issues. This
person is responsible for making sure all customer issues are addressed in a
timely and efficient matter.

  

**WHAT YOU'LL BE DOING**

  

  * Perform complete, accurate, and timely entry of information into CRM for all cases worked on
  * Consistently logged into Calabrio’s ACD while on shift or scheduled for calls
  * Provide general product information, configuration support, collection of relevant technical problem identification information, and filter non-technical problems from technical problems
  * Review manuals, release notes, and patch documentation for possible issue resolution
  * Verification of compatibility matrix’s that are appropriate
  * Provide customer with status updates and ongoing communication
  * Provide technical assistance to all Calabrio customers for all products sold by Calabrio or Calabrio’s Reseller partners
  * Act as On-Call Support or escalation contact in a rotation during evening and weekend hours
  * Follow established escalation procedures
  * Utilize remote secure access technologies such as VPN and WebEx to diagnose and resolved customer issues       
  * Employ methodical problem resolution techniques to remotely diagnose hardware and operation system end applications using diagnostic utilities
  * Meet service level agreements set by the Support Manager or Director
  * Occasional travel may be required to customer sites

  

**EXPERIENCE WE'RE LOOKING FOR**

  

  * Excellent troubleshooting and analytical skills
  * Excellent verbal and written communication skills
  * Able to manage difficult and stressful customer situations
  * Must possess attention to detail and a sense of urgency
  * Capable of simultaneously managing several tasks
  * Other core competencies will be defined by your direct supervisor/manager
  * IP Telephony experience beneficial

  

**WHAT IS REQUIRED FOR YOU TO APPLY?**

  

  * 1-3 years of technical customer service experience
  * 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) preferred
  * Two-year technical degree required four-year degree preferred

