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Tier 3 Support Engineer

Tier 3 Support Engineer

Tier 3 Support Engineer

Atlanta, GA 30312

Job details

Job Type


The Technical Support Engineer role is to troubleshoot, research, diagnose and resolve customer issues in an accurate and timely manner. You will be responsible for working with different technologies and follow standard procedures to escalate unresolved issues to appropriate internal departments.

Work directly with customers and end users to understand specific issues, provide resolution to technical software problems, identify improved customer service opportunities and build a strong rapport with the Global base.

"This position can be located anywhere within the US"

Key Responsibilities:

  • Triage and troubleshoot reported issues in a timely manner and conduct proactive investigations of faults as well as retaining ownership through to resolution.
  • Respond appropriately to Technical Support requests for the Global Partners as well as interacting directly with end customers.
  • Provide a professional customer experience ensuring that any expectations set are effectively managed and met accordingly.
  • Provide hands-on technical support and troubleshooting for customers, using our Contact Centre applications which are integrated with voice (SIP), chat and messaging technologies, Real-Time and Historical reporting based on MS SQL.
  • Work closely with trained and certified partner engineers to provide effective technical support.
  • Complete analysis of the application log files and traces in order to be able to reproduce the incident within the lab environment that then enables you to work towards identifying the root cause and how to resolve the fault.
  • Ensure that customer tickets are updated regularly as well as being able to communicate effectively with the customers/partners keeping them updated on fault resolution progress.
  • From time-to-time you will be required to participate in Partner Service Review meetings led by the CS management team to assist with developing key relationships
  • Occasionally, be willing to travel to site in order to help expedite technical support issues or participate in deployment projects.
  • Must be keen to learn with a view to become part of a 24x7 on-call rota

Knowledge, Skills & Experience:

  • Be able to work in a challenging role in order to support our Global customer base.
  • Ability to multitask across multiple technologies and environments
  • Be able to have good time management and handle service impacting priority issues within a “high pressure” environment.
  • The ability to work well as part of a team of skilled technical engineers but also have the initiative to work independently and proactively manage workload efficiently.

Minimum of 3 years’ experience in one or more of the following areas:

o MS: AD, MSRS, SQL server and Exchange.

o VOIP and Networking

o VM Ware or other virtualization software

o Clustering and distributed storage

o Worked within a Call Centre performing a technical support engineer role

o Call Recording

  • Strong troubleshooting and diagnosis skills for Windows based environments
  • In depth working knowledge of Windows operating systems, both server and client side
  • An understanding of Network Infrastructures - TCP/IP & VoIP.
  • Knowledge, understanding and experience with SIP protocol (this is a must have skill for this role).
  • Ability to script in VB, Java, HTML would be an advantage.
  • Strong Customer Service skills with the ability to listen, show empathy and communicate at all levels both written and verbal. Excellent phone manner

Educational Qualifications:

Preferred academic level:

BSc/BA (Electrical Engineering, Computer Science, or Computer Engineering)

Desirable Qualifications:


Mobility Requirements: (requirement for national/international travel, overseas assignments)

Must hold clean, valid driving licence and passport as overseas travel may be required from time to time.

Additional Specifications / Comments:

Excellent development career path within the Enghouse Interactive Group.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Enghouse Systems is an equal opportunity employer.


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Hiring for this role

• Mobile: NA

• Location: NA

• Post ID: 21893448

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