Tier II Software Application Support Engineer

Calabrio is looking for a Software Application Support Engineer. You will serve as the escalation point for customer-reported technical issues, and responsible for ensuring all support cases are addressed in a timely and efficient manner. You will be part of an expanding team of talented and collaborative colleagues within Customer Support based in Stockholm, Denver, Minneapolis, the UK, and Australia.
We are seeking candidates based in the Stockholm or the UK region for this role.
What you'll be doing
Employ methodical troubleshooting techniques in response to incoming application support requests received via phone and email
Consult with customers throughout resolution process, and provide them with timely status updates and ongoing communication
Provide general product information and configuration support
Review manuals, release notes, and patch documentation for possible issue resolution - including verification of product and platform compatibility
Provide occasional evening and weekend On-Call Support and serve as an escalation contact
Occasionally serve as a liaison and collaborate with Implementation Consulting team, and other integration partners, to provide transition support as clients migrate into production
Ensure complete, accurate, and timely entry of information into CRM tool for all incidents/support requests

Requirements
Must Have:
1-3 years of technical customer service experience
Excellent troubleshooting and analytical skills
Poise and confidence in managing challenging customer situations, with attention to detail and sense of urgency
Proven ability to work independently and remotely

Nice to Have:
Experience working with Microsoft and SQL server environments
Experience with Workforce Management systems, or related technologies

Benefits
Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent
What we value most... workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer.
Our commitment is to continue to keep our people healthy, focused, and creative. We've built a company culture where you'll feel motivated and truly excited to come to work. Calabrio is driven by the diversity of our talented team members who come from a wide variety of backgrounds and lifestyles. As an equal opportunity employer, we always consider and embrace ALL individuals including what makes them unique. We believe our team members should be happy and healthy, with peace of mind and a sense of accomplishment.
About Calabrio:
Calabrio has joined forces with some of the best minds and most progressive concepts on enriching human interactions through our customer experience intelligence platform. For you, that means working on high-performing innovative teams that combine their incredible ideas in one incredible company.
Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).
Awards & Accolades:
Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We've been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary.
Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.