Systems Engineer Contact Centre Software
£35-45,000 + Benefits
Reading
System Engineer – VoIP / Contact Centre
Based – Reading
Salary: £35-45,000 + Benefits
Our client assists its customers in delivering world-class services to its Telcos and enterprise partners by responding to issues and enquiries in a timely, accurate and professional manner. Reporting into the CSG Team leader, you will be part of a team of highly experienced engineers in products, systems implementation, application management and advanced troubleshooting. This role carries a requirement to communicate with Customers and internally across a number of disciplines and departments.
The position will also form part of a call-out roster to ensure 24×7 support for the EMEA region.
Responsibilities:
⦁ Respond appropriately to Tier 3 Technical Support issues via telephone and email from our Telcos and enterprise partners.
⦁ Triage and assess in a timely manner and plan proactive investigations of faults through to resolution. Always ensuring the customer experience is forefront in your mind and that timescales and expectations are set and met appropriately in line with SLA.
⦁ Provide consultancy to assist customers in the configuration and usability of our solutions.
⦁ Identify and document the root cause of issues and add to knowledge base.
⦁ Escalate issues as per companies processes and provide updates to customers as per SLA agreements.
⦁ Provide an advanced level of analysis of logs and traces to establish root cause.
⦁ Replication of complex customer environments to reproduce symptoms and faults in a laboratory environment as required.
⦁ Ensure support tickets are regularly updated as well as keeping customers/partners updated on fault resolution progress at all times.
⦁ You are a part of a team and will be required to share knowledge on both a formal and informal basis to insure that the skills of all team members are continually enhanced.
⦁ Write technical reports on critical service affecting incidents.
⦁ Conduct, professionalism and courtesy are key requirements when dealing with customers in both written and spoken formats.
Experience:
⦁ A minimum of three years Technical Support experience is preferred.
⦁ A working knowledge in the contact centre industry is essential.
⦁ VoIp expertise is preferred.
⦁ Knowledge of Microsoft client and server systems (O/S, SQL, Exchange, IIS, Active directory).
⦁ Any programming knowledge in a web-based environment would be of benefit.
⦁ The ability to work well in a team of skilled technical specialists but to also have the initiative to work alone and proactively manage work load.
⦁ Interpersonal skills are important in developing relationships with other key engineering groups both internal and external to the business.