Support Technician

Support Technician

  • Post Date:May 10, 2019
  • Apply Before: August 30, 2019
  • Views201
  • Applications: 6
Job Description

CallMiner empowers organizations of any size to extract and act on intelligence from customer interactions and feedback, including live and recorded calls, chat, email, social platforms and surveys, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018.

At CallMiner, we hire great people and challenge them every day. CallMiner team members are passionate about delivering innovative technology solutions and industry leading customer success. Core to our culture is the power of feedback which we leverage to improve our own organization every day in every way. To hear more about what it’s like to work at CallMiner, watch our video at Careers.CallMiner.com

Overview:

We are offering an opportunity to be part of CallMiner’s highly skilled technical support team to help customers get the most from their state-of-the-art SAAS solutions. The Support Technician will resolve customer software issues, share knowledge with colleagues to help improve our service levels as well as deliver exceptional customer service. They have full responsibility for managing technical support cases for our customers, engage in information gathering and sharing, perform analytical troubleshooting and problem research as they collaborate with other engineers as necessary.

Responsibilities:

  • Provide answers to clients by identifying problems researching answers and guiding client through corrective steps
  • Improve references by writing and maintaining documentation
  • Follow up and make scheduled call backs to customers where necessary
  • Follow and promote best practices
  • Provide technical expertise and ownership of solutions
  • Redirect problems to appropriate resource
  • Communicate continually with the client and project teams
  • Efficiently and methodically troubleshoot technical issues
  • Execute and document system validation protocols such installation and operational qualifications
  • Maintain client confidence and protect operations by keeping information confidential
  • Provide technical support for CallMiner’s Eureka product family
  • Investigate, troubleshoot, understand and debug CallMiner’s software
  • Work with different server technologies to find timely and creative solutions to customer questions and requests
  • Collaborate with our development and platform teams to help host and improve CallMiner applications
  • Manage customer cases within the service level agreement boundaries
  • Write best practices and solutions for our knowledge base
  • Provide support status to the support manager and team

 

Qualifications:

  • Bachelors degree, certification or previous technical work experience
  • Strong written and oral communication skills
  • Strong technical and analytic skills
  • Strong interpersonal and customer care skills
  • Knowledge of Ubuntu, Redhat or any other version of Linux Server OS is a plus
  • Knowledge of Microsoft SQL Server 2008, 2012, 2016 basic administration and usage, including queries, stored procedures, and SQL jobs
  • Knowledge of Windows Server 2008, 2012, and 2016 OS installation, customization, configuration and troubleshooting
  • Knowledge of PC architecture including specification, installation, configuration, and support of both x86-based and x64-based hardware

 

Nice to haves:

  • Scripting in Batch, Powershell, or any other command line
  • Knowledge of networking, including gateways, firewalls, and routers, and how to troubleshoot connectivity problems