Technical Support

CTIntegrations creates some of the most cutting-edge contact center software products, and we want you to be a part of our team. We are currently in search of an experienced Technical Support (Tier 3) to:
1. Provide support to our customers on a variety of issues. Identifies, researches, and resolves technical problems.
2. Respond to telephone calls, emails, chats, and personnel requests for technical support.
3. Document, tracks and monitors the problem to ensure a timely resolution.
4. Diagnose and resolves software product issues.
5. Ensure completion of problem resolution by using a Helpdesk ticket reporting system. Other related duties as assigned.

This is a fantastic opportunity to engage in a positive and creative work environment that offers excellent benefits and flexible schedules.

· Actively listen to customers to understand their issues or concerns
· Interview clients to gather information useful in providing recommendations and solutions to a technical problem
· Provide daily technical support services for the software product
· Receive customer calls or chat to provide step-by-step guidelines for the resolution of a technical issue
· Document and track customer issues using a ticketing system to ensure quick resolution
· Explain highly technical details to customers using simple understandable terms
· Guide and direct the activities of less experienced tech support personnel
· Maintain an up-to-date knowledge of company products and services
· Stay abreast with technological developments and trends
· Educate customers on the features of company products/services to minimize technical challenges
· Follow-up on customers to ensure their issues are completely resolved

General Requirements:
· BS degree in Information Technology, Computer Science or relevant field
· 2+ years’ experience in technical support
· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
· Hands-on experience with Windows/Linux OS environments
· Good understanding of computer systems, mobile devices and other tech products
· Familiarity with remote desktop applications and help desk software (eg. GoToMeeting)
· Technical support representatives politely address customer issues in line with customer service standards
· Able to converse with clients using appropriate language and expression
· Flexible and willing to accept a change in priorities as necessary
· Strong attention to details

Technology Requirements:
The ideal candidate will have experience with some of the following skillsets.
· MS SQL Server
· Elastic Search, Kibana
· Experience with RabbittMQ, NodeJS and IIS
· Experience with Avaya, Amazon Connect Contact Center
· Experience with VOIP, CTI (Computer Telephony Integration) and SIP
· Additional certification in Microsoft, Linux or similar technologies

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