Technical Support Engineer

Responsibilities:
>Provide support to troubleshoot and resolve technical issues reported by external customers and other team members through phone, chat, and ticket channels
>Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions
Provide ideas and assist with creation of documentation and training material for external and internal Support Center content
>Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
>Stay familiar with all of client's products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry

Requirements:
>Minimum 4+ years of strong Tier 1 level Technical Support and Customer Service experience.
>Ability to handle high volume of tickets, phone calls, and chats.
>Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience.
>Excellent communication (both oral, written, and interpersonal) and customer service skills are a must.
>Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members

Other areas of interest:
>Experience with H.323 and SIP protocols from a hardware and network standpoint.
>Experience and knowledge of PBX systems are highly desirable
>Network experience (CCNA certification or equivalent).
>Administration of Exchange, Office 365, or Google Apps email and calendaring tools.
>Active Directory federation and Single-Sign-On administration.
>Experience managing a virtualized infrastructure.
>Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.
>Experience in administration of any of the following: Learning Management Systems and Learning Tools Interoperability (LTI), InfusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools.