Customer Support Engineer - Level 1

2 days ago

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Enghouse Systems

WebsiteLinkedInAll Job Openings

Software Engineering • Telecom • Call Center/Contact Center • Transportation • Networks

1001 - 5000

Description

• Enghouse Networks is looking for a Customer Support Engineer, level 1 with significant experience in Video Conferencing and Unified Communications technologies to expand our Global Customer Care Team. • This position requires excellent customer management skills, development and technical skills, and expertise with helping customers with various Video Conferencing environments or SaaS solutions/products is a plus. • Successful candidates will have a high energy level, experience within consulting and/or product development organizations, and the ability to communicate clearly and effectively with both business and technical audiences (B2B). • Responsibilities include enthusiasm for serving customers (B2B) and eagerness to take ownership, understanding Enghouse product Lifesize/Qumu/Vidyo and escalating internally when needed, opening trouble tickets and documenting action steps and resolutions, assisting in the rapid assessment of customers issues and initiating calls as needed, and collecting customer data and feedback.

Requirements

• 3+ years of experience with technical expertise with Video Conferencing or Unified Communications product • Experience in hosted/cloud-based deployments & on-premise solutions preferred • Technical education (Bachelor of Science in Computer Science, Computer Engineering, MIS) preferred • Ability to build strong bonds and relationships with both customers and Enghouse • Keen ability to manage customer expectations and difficult customer situations • Expert follow through • Strong communication (verbal & written), presentation, organizational and interpersonal skills • Self-motivated individual with a strong desire to learn new technologies • Strong customer service skills • Excellent problem-solving skills • Ability to properly track, document and communicate problems, resolutions, action items. • Must work easily as a member of a team or independently as well as prioritize workflow based on urgency • Results-focused, team-oriented and a strong work ethic

Benefits

• Remote role • Opportunity to work with a global company • Opportunities for professional development, training, and growth. • A diverse and inclusive work environment, where every voice is heard, every idea valued, and every contribution celebrated.