Expert Technical Support Professional

Technical Support Specialist

At our organization, we aim to simplify and enhance the customer and agent experience through our comprehensive suite of Contact Center and Workforce Engagement & Optimization solutions. Our flexible, highly scalable applications for interaction management, IVR / self-service, chatbots / AI, workforce optimization, and more are available on-premises or in any hosted, private, or public cloud environment.

Our team is comprised of curious, driven, creative, and fun individuals who bring diverse skills sets and cultural backgrounds from around the world. They share a passion for innovation, challenges, and empowering customers to engage seamlessly and efficiently – every member of our team is dedicated to crafting exceptional customer contact experiences for our customers and their customers.

We provide remote technical and application problem resolution and escalation assistance related to our products. We diagnose, troubleshoot, repair, and debug complex computer systems and software. In response to situations where end-users have failed to isolate or resolve problems in malfunctioning equipment or software, we work to gain knowledge of assigned customers' technical and business environments.

• Document and verify reported problems
• Troubleshoot and resolve issues utilizing all available tools, resources, and documentation
• Engage additional resources when necessary
• Provide effective and consistent communication to management, peers, and account teams in support of customers
• Work with working knowledge of main products and strategy

Specialized knowledge and skills include understanding of PCs, networks, OS platforms, databases, telephony, software applications, and ACDs. You should be able to learn complex software tools quickly and demonstrate strong customer service and teamwork skills with a professional demeanor to maintain and enhance customer relationships.

You must be able to use professional concepts and company policies and procedures to solve routine problems. You must be able to develop resolutions to problems of limited scope and follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.