Providing technical support for CXOne products to external customers.
Troubleshoot and successfully resolve support requests through phone, chat, email and other channels.
Proactively communicate and accurately set customer expectations, including at Director or above levels
Thoroughly and accurately document each and every activity within support tickets and related systems
Reproduce customer issues within CXOne labs and file quality bug/defect reports.
Effectively lead remote online sessions for troubleshooting, applying hot fixes and service packs
Work effectively with Services, Sales, and Development teams to achieve desired customer outcomes
Troubleshoot and identify root cause of issues on customer and production systems.
CXOne is a 24/7/365 operation, this position will require shift, weekend or off business hours work, and on-call responsibilities from time to time.
Desirable Knowledge.
Experience working with Windows diagnostic tools - Debug Diag, Windbg - and investigating dump and log files.
Practical working knowledge of Object-Oriented languages, such as: C, C++, Java, or C#
Practical knowledge of SaaS or Hosted solutions and their architectures
Qualifications:
Bachelors degree in Computer Science or Technology related program
Overall, 5-7 years of experience with at least 3 years in handling Technical Application Support or equivalent work experience in an enterprise support role.
Experience communicating both verbally and in writing with Directors and VPs of enterprise customers.
Relative hands-on knowledge of Microsoft SQL Server and Relational Database Management System
Hands-on experience with mail servers and clients.
Hands-on experience with one of more Web Application Servers such as IIS, WebSphere, Tomcat etc
