Call Center -- Lead Technical Support Engineer
Putty, Ping, Call Center, Linux, Voice/Data Network Dianostics, Remote/Access Troubleshooting Summary Join one of the hottest new leading-edge communications companies in the Silicon Valley.
We are seeking a full-time Lead Technical Support Engineer to join our service delivery team.
Restoring and maintaining full production service for our customers' mission-critical call centers will be squarely in your hands whenever there's a problem.
Are you up to the challenge? Lead Technical Support Engineer Leveraging both your savvy voice network diagnostician skills as well as your level-headed customer account management skills, you will be the core of customer care.
From customer pilots to ongoing support: service providers, operations personnel, and your fellow our technical staff will depend on you to triage reported issues, diagnose probable root causes, and orchestrate satisfactory conclusions to complex case incidents.
Reporting to the manager of Technical Support, you will spearhead Technical Support as a lead both in terms of hands-on and development of a Technical Support process.
This opportunity is highly visible, requiring superior technical and domain expertise, strong account management, excellent written and spoken communication skills, and prior experience in a Technical Support role for a new startup in a hosted application service environment.
As an ideal candidate, you will possess these qualities and have a strong self-starter work ethic combined with technical management acumen.
Finally, you must have the unique ability to juggle many conflicting priorities with a pragmatic, level-headed sensibility on what's best for the company, the customer, and partners within the service delivery ecosystem.
This is an excellent opportunity to get involved at the ground level and build a deep interdisciplinary background in voice and data networks, application service environments (ASP), and next generation call center technology.
Responsibilities * Implement customer care processes * Support 24 hour on-call duties as required * Provide escalation Tier2 support to Partners, outsourced Tier 1 Support, and Enterprise customers * Take initial Tier1 Support calls as needed to develop KB for Tier1 Support process * Work complex technical issues through resolution * Gather information for changes to provisioned tenants * Deliver technical training to Partners and Tier1 Support as needed * Develop and maintain deep product and application knowledge Experience * 7+ years of operational experience in telecommunications or call center industries * 5-7+ years of experience in a customer facing role with strong account management * Prior experience working in an ASP environment highly desirable * Prior job history with mission-critical enterprise or carrier class service is a strong plus Skills * Proven ability to respond to critical issues on a 24/7/365 basis * Strong troubleshooting skills with call center technologies * Ability to collaborate well with a diverse group internally as well as external vendors on a regular basis * Excellent case manager and excels in multi-vendor environment * Proven ability to "own" problems from beginning to end * Tools of the trade skills must include MS Office, CRM, and knowledge base creation/management * Technical skills should include Linux, desktop applet installation, remote access/troubleshooting tools (eg Putty, PING, remote server access and console, screen capture, network logging, SNMP monitoring), voice/data network diagnostics and troubleshooting * Excellent communication skills both written and oral Education Bachelor's degree in Computer Science, Engineering, Math, or equivalent
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