Sr Technical Support Engineer

SR. TECHNICAL SUPPORT ENGINEER

Alvaria employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values Urgency, Accountability & Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.

JOB DESCRIPTION

GENERAL SCOPE & SUMMARY

Operating within a remote working environment, provide remote technical and application problem resolution and escalation assistance related to Alvaria products. Diagnose, troubleshoot, repair and debug complex Application issues related to our software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

PRIMARY ROLE & RESPONSIBILITIES

Resolve technical issues of the Alvaria product suite for our Customers and Partners around the globe.

Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.

Log / report issues on our CRM, provide effective and consistent communication to customers, peers and other teams

Understand and set issue priority based upon urgency and business impact.

Close issues by providing quick resolutions and document technical analysis and root cause wherever applicable

QUALIFICATIONS

SPECIALIZED KNOWLEDGE & SKILLS

Mandatory hands-on experience in the following technologies :

Networking

CentOs Linux

Windows OS

Mandatory hands-on experience in minimum of TWO to THREE from the below :

Contact Center Technologies (including Automated Dialers & Telephony)

Application Support

Telephony experience / SIP

XML scripting

Object Oriented Programming

Secondary - Nice to have / Optional Skills to stand out :

VXML

CCML

RDBMS

Microsoft LUIS / CLU

API ‘s

SMS

Demonstrated ability to learn complex software tools quickly.

Strong customer service, problem solving, documentation and teamwork skills.

Contributes to team effort by accomplishing related results as needed.

Having good logical reasoning, analytical skills, thrive to learn and engage in additional responsibilities whenever needed

Strong customer communication skills (verbal and written), including passing an English proficiency test

Cloud technologies – AWS and / or Google knowledge will be an added advantage

Basic Knowledge of Salesforce Service Cloud (Salesforce Communities a PLUS)

JOB REQUIREMENTS

Ability to work in a technical and fast-paced environment

Ability to achieve KPIs on a regular basis

Flexibility to work hours outside of normal shift, to meet customer needs

Flexibility to work during weekends.

Technical Certifications and second or third language a plus but not mandatory

Alvaria is an equal opportunity / affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans, or any other legally protected group.