Support Engineer (two-shift work)

Odmeňovanie

Depends on seniority.

Information about the position

Job description, responsibilities and duties

The company provides a platform that supports Contact Centers around the globe. Above all, it supports them in recording, evaluating, and improving their services based on self-evaluation and customer feedback.

The team you will join is responsible for delivering the solution to customers and supporting their deployments. The team also provides technical assistance to Implementation partners and Customers IT departments in setting up, maintaining and troubleshooting the solution.

Náplň práce

• You will work in shifts.
• This position is primarily focused on supporting US-based customers.
• Have an opportunity to get in touch with the latest technologies for Cloud and on-premise solutions.
• Work on technical issues at customer deployments.
• Be in daily contact with Customer and Partner IT technicians via phone/chat/e-mail and using remote access to work within customers environment.
• Analyze logs and relevant data to troubleshoot and recreate customer issues on approved test systems.
• Collect feedback from customers and provide it to the development team and management.
• You will be a part of Support and Services organizations, working closely with Project Managers and also with technical consultants and software engineers.

Požiadavky

• Excellent communicative skills, able to find compromise solutions, be representative in front of customers.
• Proven customer service skills.
• Be creative to find workarounds and solutions for the customers, reporting defects and problems.
• Understanding of the Product lifecycle and future direction for the supported products.
• Strong communication skills (written and verbal) in English.
• Strong knowledge of Linux operating systems.
• Understanding of voice communication technologies is a plus.
• Understanding of SQL.
• Good (better native) Czech or Slovak.
• Passion for new technologies and learning.
• Availability to work on two-shifts scheme.
• The job is suitable for people who fled from war conflict.
• Minimum education required: Secondary with school-leaving examination.
• Educational specialization: Software Development.
• English — Upper intermediate (B2).