Senior Support Engineer

Calabrio is growing and we are now looking for a Customer Support Engineer! You will be the escalation point for customer reported technical issues and responsible for ensuring all customer issues are addressed in a timely and efficient manner. You will be part of an expanding team of competent colleagues within Customer Support spread in Stockholm, the UK, Denver, Minneapolis and Australia.
About the job
Collect relevant technical details to effectively troubleshoot scope of reported issue
Employ methodical troubleshooting techniques to isolate hardware or operating system related issues
Review manuals, release notes, and patch documentation for possible issue resolution - including verification of product and platform compatibility
Provide general product information and configuration support
Act as On-Call Support or escalation contact in a rotation during evening and weekend hours
Utilize remote secure access technologies such as WebEx to diagnose and resolve customer issues
Occasionally serve as a liaison and/or coordinate with CPS and other integration partners to provide transition support as clients migrate from implementation to support
Perform complete, accurate, and timely entry of information into CRM tool for all incidents/support requests (e.g. gather and document required information from customers)
Handle incoming contacts (calls/emails) and provide customers with timely status updates and ongoing communication

Requirements
5+ years of technical customer service experience or similar support-related work
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) is advantageous
A relevant technical degree
Excellent troubleshooting and analytical skills
Excellent verbal and written communication skills
Ability to manage difficult and stressful customer situations with attention to detail and sense of urgency
Capability to balance and prioritize multiple issues
Proven ability to work independently and remotely