Technical Support Engineer
Provide quality support with a high degree of customer service, technical expertise, and timeliness. This position has a specific career path within the support organization and the continual growth of technical expertise is highly encouraged.
Core Product Responsibilities:
- Interactive Intelligence Inc.’s (ININ) Customer Interaction Center (CIC) or Messaging Interaction Center (MIC)
- Other ININ product solutions distributed by Altivon
- Avaya’s Octel Access Server (OAS)
Major Responsibilities/Activities:
- Focus on rapid identification and resolution of customer issues to meet or exceed departmental goals
- Provide tier 1 and beyond support to Customer Interaction Center customers
- Answer questions and perform initial triage
- Document each customer interaction using our ticket management system
- Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
- Providing ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
- Provide technical assistance for product suite software, applications and/or databases
- Provide remote software / database installation and upgrades as needed
Minimum Requirements:
- Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
- 1 - 3 years of technical Help Desk experience
- 1 - 5 years of Customer Interaction Center experience
- Knowledge of Microsoft SQL Server
- Proficient in writing and executing Microsoft SQL queries
- Knowledge of file import / exports formats
- Experience with Microsoft Active Directory
- Knowledge of TCP/IP-based networking including routers, switches, network topologies, etc.
- Proficient providing remote support for premise based software
- Excellent written and oral communication skills
- Excellent attention to detail
Essential Function:
- Communicates regularly with peers and management
- Uses computer frequently
- Communicates with customers, discerns key issues and recommends solutions
- Occasionally moves objects weighing 10 - 25lbs
- Regularly presents product information to customers and partners
- Compiles product information from multiple sources and writes documentation
Additional Comments:
The following are additional skills or certifications that are desirable
- Interaction Center Certified Engineer (2.4, 3.0 or 4.0)
- Experience with CIC Handlers, Dialer application, Optimizer, Custom Reports
- Avaya’s Octel Access Server (OAS)
- Avaya’s VMX/Octel voice messaging systems (Serenade/Aria/Works)
- Microsoft Certified IT Professional (MCITP) - SQL
- Microsoft Certified Database Administrator (MCDBA) - SQL
- Microsoft Certified Systems Engineer (MCSE) Knowledge of and/or experience in computer/telephony (voice processing) applications, software, and/or hardware
- Basic understanding and competency with:
- Telephony Communication concepts and protocols (e.g., T1, Analog, Digital, ISDN, DID, DNIS/ANI, PBX, Central Office)
- Voice/Call Processing concepts and applications (e.g., ACD, CTI, IVR, Unified Messaging, Speech Recognition, Text-To-Speech, Predictive Dialing, Voice Mail, Auto Attendant, Fax-on-Demand)
- Client/Server environments
- LAN/WAN topology and protocols (e.g., TCP/IP, IPX/SPX, Ethernet)
- Windows NT operating system software
- Computer hardware
Benefits:
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive salary and an excellent benefits package with future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
To Apply:
Email resume to HR@altivon.com with the position title as subject line.
EOE
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