Level 1 Technical Support Engineer - BI Support
Calabrio, Canada
Job Description
A Level 1 Support Engineer is a mediator for engineering and customers. They are the escalation point for customer reported technical issues. The L1 is responsible for making sure all customer issues are addressed in a timely and efficient matter. What you'll be doing
- Perform complete, accurate, and timely entry of information into CRM for all cases worked on
- Consistently logged into Calabrio’s ACD while on shift or scheduled for calls
- Provide general product information, configuration support, collection of relevant technical problem identification information, and filter non-technical problems from technical problems
- Review manuals, release notes, and patch documentation for possible issue resolution
- Verification of compatibility matrix’s that are appropriate
- Provide customer with status updates and ongoing communication
- Provide technical assistance to all Calabrio customers for all products sold by Calabrio or Calabrio’s Reseller partners
- Act as On-Call Support or escalation contact in a rotation during evening and weekend hours
- Follow established escalation procedures
- Utilize remote secure access technologies such as VPN and WebEx to diagnose and resolved customer issues
- Employ methodical problem resolution techniques to remotely diagnose hardware and operation system end applications using diagnostic utilities
- Meet service level agreements set by the Support Manager or Director
- Provide general product information, configuration support, collection of relevant technical problem identification information, and filter non-technical problems from technical problems
- Enable debugging during isolation of problem to capture failure mode and analyze trace logs associated with failure mode
- Provide status to the Calabrio management, the customer, Calabrio sales and external system providers support staff as necessary
- Follow all communication policies and CRM workflows
- Occasional travel may be required to customer sites
Requirements
- 3 years of customer service experience and experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (i.e. agent desktop, IP-IVR, instant messaging, workforce management, call recording)
- Ability to decipher, analyze, and troubleshoot problems in PostgreSQL Database.
- Basic knowledge of Linux commands
- Familiarity of Docker services
- General understanding of Kibana would be considered an asset but not required
- General understanding of ETL Process would be nice
- Able to manage difficult and stressful customer situations
- Must possess attention to detail and a sense of urgency
Benefits
Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent
What we value mostworkplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer.
Our commitment is to continue to keep our people healthy, focused, and creative. We've built a company culture where you’ll feel motivated and truly excited to come to work. Calabrio is driven by the diversity of our talented team members who come from a wide variety of backgrounds and lifestyles. As an equal opportunity employer, we always consider and embrace ALL individuals including what makes them unique. We believe our team members should be happy and healthy, with peace of mind and a sense of accomplishment.
About Calabrio:
Calabrio has joined forces with some of the best minds and most progressive concepts on enriching human interactions through our customer experience intelligence platform. For you, that means working on high-performing innovative teams that combine their incredible ideas in one incredible company.
Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).
Awards amp; Accolades:
Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 8 years in a row, #20 on the 2020 Fast 50 list, named one of BC’s Top Employers for 2021 and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journa