Location
Milwaukee, WI | United States
Job description
Job#: 2018997
Job Description:
Our great client in Downtown Milwaukee has an immediate opening for a AV/Collaboration Support Engineer. This is a long term contract opening. If you are interested please apply with resume to .
We are team of 11 that support our zoom rooms and meetings across the home office and field.
We are seeking a hardworking Technical Support Engineer who will provide front-line support and solutions to issues customers report for our meeting, video conferencing and collaboration tools (Zoom, RingCentral Confluence, Slack, AVHQ, etc). An ideal candidate will possess a proven technical background, adept at creating documentation, a proficient troubleshooter, and an excellent email or phone communicator.
Duties:
- Provides technical support in a fast paced, high-pressure environment while multi-tasking, and, or re-prioritizing efforts as needed.
- Analyze, own, and drive customer issues from start to finish to ensure the highest level of client satisfaction.
- Provide support via tickets, phone, and video calls.
- Identifying ways to improve the user experience with knowledge articles, self-help, and FAQs.
- Working with engineering teams to troubleshoot issues and improve sustainability.
- Experimenting with innovative technologies to find new ways of solving problems.
- Answer customer questions, reproduce, solve, resolve, and escalate issues as necessary.
- Maintain product knowledge of new functionality and compliance changes.
- Document solutions into Knowledge articles
Experience:
- BA, BS, or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience.
- Minimum of 5 years of technical support experience.
- A self-starter with the ability to work independently, yet able to account for their activity.
- Experience with Meetings Experience and Collaboration Platforms (i.e., Zoom, RingCentral, Confluence, Slack)
- Experience with several of the following technologies that support SaaS applications: SOAP API, REST API, SQL
- Experience with JIRA or other agile tools
- Experience with SNOW, Zendesk or similar CRM
- Experience with both phone and in person support
- Consistent track record of working with Technical and Network operations groups and Engineering to troubleshoot and triage 2nd-3rd tier support issues and escalations.
- Good communication skills, including the ability to adjust to the audiences technical level and explain complex ideas clearly and concisely.
- Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge.
Must haves:
- Experience with both phone and in person support
- Experience with Meetings Experience and Collaboration Platforms (i.e., Zoom, RingCentral, Confluence, Slack)
- Experience with SNOW, Zendesk or similar CRM
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Report this job
- Dice Id: apexsan
- Position Id: BHJOB2374_2018997
Job tags
Salary
