Summary:
As a Senior Support Engineer for the Customer Support Center, this person is responsible for providing exceptional technical support and will handle escalated technical issues for our Managed Service Clients over the phone, email and in person. This individual is responsible for achieving client satisfaction by identifying the source of technical issues, troubleshooting, and implementing the best solution based on the issue and details provided, prioritization, and documented procedures.
Essential Functions:
Reasonable accommodation may be made to enable individuals with disabilities to perform these
essential functions.
- Serve as escalation in the call que and for customer issues that require a higher level of support
- Respond to requests for technical assistance via phone, email, or the ticketing system
- Analyze client needs, recognize business opportunities and influence sales volume growth
- Perform remote and onsite remediation through diagnostic techniques and pertinent questions
- Prioritize first call resolution to maximize client satisfaction and minimize escalation needs
- Follow standard call center procedures
- Research issues to identify and implement an appropriate solution
- Log all internal and external client interactions, noting troubleshooting, resolution, or escalation
- Recognize and escalate issues when additional skillset is needed
- Inform manager of recurring issues
- Follow up with customers and users to complete the resolution and ensure customer satisfaction
- Provide training to clients on products installed
- Provide third party vendor management for Managed Service Clients
- Provide remote assistance to emergency service calls when needed
- Assist on special projects as assigned
- Maintain detailed product knowledge of all supported products and solutions in order to support all aspects of our product offerings
- Communicate and interact with clients, service, sales, and administrative staff in a courteous and professional manner
General Requirements:
- Excellent customer service skills
- Excellent time management abilities
- Strong technical and analytical abilities
- Extremely detail-oriented and organized
- Excellent problem-solving skills and a solutions-oriented mindset
- Ability to handle difficult or emotional customer situations
- Ability to be an active listener over the phone
- Ability to recognize when to escalate an issue
- Self-motivated, flexible, and take initiative
- Excellent verbal and written communication skills
- Prioritize customer service and client satisfaction
Work Environment:
A Senior Support Engineer must be able to travel to client locations in order to troubleshoot and resolve client issues as necessary.
Qualifications:
- Bachelor's degree in computer science or related field or equivalent with a demonstrated successful work history
- MCSE or equivalent experience a plus
- Software Vendor Certifications are a plus
- Field Engineer FE grade 6
- At least 2 years of experience in a Help Desk or NOC
- Proven technical ability
To Apply: Complete online application located at
