Customer Support Engineer - Remote DACH

Enghouse (Leipzig SN, Deutschland) Vor 18 Tagen veröffentlicht

A subsidiary of Enghouse Systems Limited, Enghouse Interactive is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.

As Customer Support Engineer (m/f/d) you will get a great combination of high responsibility and problem solving approach. The overall purpose of the position is to provide customers high-quality technical support on a daily basis. We expect you to be a proactive team player who will use its technical knowledge to solve challenges, improve customer experience and bring value to the team.

Being part of our team means being highly dedicated and proactive in order to always meet customers and partners requirements. We expect that you are highly responsible and stable team player that understands the importance on working together and supporting each other on day to day tasks that need to be completed on time and efficiently.

Key  Responsibilities:  

  • Executing technical support for Enghouse products based on requests received via phone, email and support portal, on-call-duty included every few weeks
  • Manage simultaneous customer cases in highly demanding environment with the help of our logging databases and resolve issues using company internal knowledge base
  • Determine problems and deliver solutions by translating general directions into specific action steps
  • Documenting actions taken on support incidents and logging resolutions in a clear and concise manner
  • Accurately and completely document problems and solutions on case notes
  • Consistently using active listening skills with a focus on capturing client needs, urgency and issue details
  • Notify the management team of any potential escalations or complex problems in a timely manner

Qualifications:

  • Experience in a client-facing technical role – as IT Support on premise or in a similar position
  • Knowledge of IP Networking, including routing protocols and VoIP
  • Knowledge of Microsoft Windows Servers and SQL
  • Understanding of web and network systems (physical, logical, hardware, software). Understanding of how the different components in a web system fit together and affect each other such as Routing, Switching and Security
  • Proven customer relationship skills
  • First Experience in ticketing system (ITIL) is beneficial
  • Good English level in reading & writing
  • Fluent in German (oral and written)

To apply for this opportunity, please send your resume in English.

We thank all applicants for their interest. Enghouse Systems is an equal opportunity employer. Severely disabled applicants with equal qualification will be given particular consideration.


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Customer Support Engineer - Remote DACH

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