• Technical Support Engineer Jobs in United States Of America - 25314244

  • ASPECT SOFTWARE
  • United States Of America, Usa
  • Save Job
  • 5 - 8 Years
  • Posted : above 1 month

Job Description:

Aspect 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 customer obsession, unlocked communications and relentless innovation 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



GENERAL SCOPE & SUMMARY

Aspect is looking for a full-time Senior Customer Care Engineer to join our Global Tier 2 team When Aspect customers have issues or questions with their systems, they contact us We respond promptly and resolve their problems quickly, so they continue having great interactions with their customers We like our customers and our customers customers to be happy In Customer Care, we put our customers at the forefront of everything that we do We enjoy what we do We think thats important Aspect is a place for talented people to develop their skills in current, relevant technologies The right candidate will have a natural ability to learn new technologies quickly which is an important requirement of this job as this is a fast-paced support environment Candidates with a passion for troubleshooting an issue all the way to resolution will find this job very rewarding

PRIMARY ROLE & RESPONSIBILITIES

Gain and maintain knowledge of customers technical and business environment, including key customer contacts and account management team
Provide in-depth problem determination and verification, including (but not limited to) complex Root Cause Analysis reports
Work directly with Engineering teams to diagnose product defects
Construct and document clear and concise Technical Plans of Action for customers and front line support
Provide effective and consistent communication to management, peers and account team in support of the customer
Provide leadership on high profile issues Drive global support escalations when necessary
Support, coach and mentor front line support

Qualifications

SPECIALIZED KNOWLEDGE & SKILLS

Demonstrated ability to learn complex software tools quickly and explain those concepts to others (peers and customers)
Excellent written and verbal communication skills
Capability to work on extremely complex problems where analysis of situations or data requires an evaluation of intangible variables Ability to provide solutions that are highly creative and to exercise independent judgment in developing methods, techniques and evaluation criteria for obtaining results
Demonstrated experience of being a subject matter expert for a complex product
Previous experience with Aspect products or equivalent telephony/call center solutions a plus

JOB REQUIREMENTS

5 years relevant work experience supporting customers in a technical environment preferred OR commensurate college-level coursework, or a combination of both
Some travel, after-hours, or on-call work may be required
Shift flexibility including weekends
The ability to pass a background check may also be required
Technical Certifications and second or third languages a plus but not required

Aspect understands that candidates will not have experience with all the key technologies below, but exposure to any of the following is a plus

Databases SQL Server, Mongo, Oracle, and MySQL, etc
Networking - TCP stack, HTTP, SOAP, Wireshark, NetMon, ODBC, XML
Crash dump analysis and debugging
Java - Web services, Garbage Collection, performance monitoring
VMWare or Hyper-v - Machine installation, monitoring or management
Server Performance Monitoring
Linux (any distro)
Scripting - VB, Perl, PowerShell, command line
Monitoring tools Splunk, SumoLogic, VoIPFuture, DataDog

#LI-BF1

Aspect 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

Nearest Major Market Atlanta

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 03rd Jun 2020

Key Skills:

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