Job Post

Support Engineer
Fuze
10 Wilson Road
Cambridge, MA 02140

Support Engineer

at Cambridge, MAView all jobs >

 

Description:

The Technical Support Engineer is the perfect combination of customer service and technical ability. This role is a customer facing role, by phone and email with a strong importance on communication. This role is dedicated to addressing customer product issues, limiting the customer involvement when possible, with the goal of an enjoyable experience. The candidate for this role is to drive customer satisfaction with a combination of product knowledge and customer engagement.

Responsibilities:

  • Work directly with customers through phone, email, and case management system to resolve issues and fulfill requests
  • Have a calm patient attitude to listen to problems, perform research driving a reported issue towards a resolution
  • Take ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action
  • Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers
  • Troubleshoot, replicate, and investigate application (Windows/OS X, iOS/Android), network, handset, and end-user issues
  • Document and escalate more complex issues to higher level technical teams
  • Knowledge on related industry protocols. (SIP, HTTP/HTTPS, SSH, TELNET, UDP/TCP)
  • Acquire and maintain current knowledge of Fuze solutions
  • Actively contribute to our customer facing knowledge base with procedural instructions providing our customers self-service element
  • Take part in an on-call rotation to address high customer impact issues during off hours

Qualifications:

  • University Degree required  either BA or BSC in a technical related field
  • Proficient with Linux (and / or other Unix), and familiarity at the command line is preferred
  • 3-5 years Customer Service related experience
  • Ability to prioritize and manage workload effectively
  • Able to communicate verbally and in writing with customers in a professional and friendly manner
  • Good organizational & analytical skills, ability to plan, track tasks and deliver to agreed timescales
  •  
Category: IT/Systems/Networking

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Formerly ThinkingPhones, Fuze is a global, cloud-based #UC platform allowing the modern, mobile workforce to communicate anytime, anywhere, across any device.

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