Sr. Customer Support Engineer
New
This full-time role is focused on identifying hybrid candidates based near Dallas, TX.Full-TimeSenior
Salary78,000 - 112,000 USD per year
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Job Details
- Languages
- Professional level English, Spanish / French skills are a plus, spoken and written.
- Required Skills
- TroubleshootingTechnical support
Requirements
- Strong knowledge of video conferencing and AV products
- Strong knowledge of windows and Mac OS
- Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet
- Proven knowledge of computer networking and operating systems
- Familiarity with Android-based device (beyond cellular phones) desirable
- Familiarity with IOS devices desirable
- Excellent communications both verbal, oral and interpersonal skills
- Exceptional customer service skills
- Demonstrated ability to quickly learn and troubleshoot new technologies
- Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary
- Good working knowledge and skills in MS office 365, Exchange, Azure AD and SSO
- Proven experience in a technical support capacity, with very strong video conference (VC) troubleshooting experience
- Proven experience providing remote technical support
- Proven experience providing high-touch support to Enterprise accounts
- Technical certifications beneficial, but not required
Responsibilities
- Resolve technically complex support issues reported by the customers and/or other team members.
- Maintain clear, concise and positive communication for all cases in a timely and efficient manner including proactive follow up with customers, team members and product engineers.
- Own the technical relationship with customers and manage their expectations.
- Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can’t be resolved with standard troubleshooting.
- Provide ad hoc feedback about trends and new issues.
- Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels agreements are met.
- Provide ideas and assist with creation of knowledge base documentation and training materials for both internal and external customers.
- Deliver consistent customer experience that meets or exceeds our commitments.
- Be compassionate, respectful and honest.
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