Technical Support Engineer

3 weeks ago

Manila, Philippines Alvaria, Inc. Full time

From the merger of two leaders in the CX space, ASPECT Software and Noble Systems, comes ALVARIA. A new global force delivering leading edge Customer Experience and Workforce Engagement software as well as cloud services technology solutions for enterprise Contact Centers. We blend the agility of a start-up mentality with the stability of an established enterprise, challenging the market with renewed thinking and best-of-breed business solutions.

Our solutions simplify and improve the customer and agent experience. Our complete suite of Contact Center and Workforce Engagement & Optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more, are available on-premises or in any hosted, private or public cloud environment.

Make a Difference

Our people define who we are. The curious, driven, creative, fun individuals who are drawn to ALVARIA bring skills sets and cultural differences from around the world. They love innovation, challenges and empowering our customers to engage seamlessly and efficiently — every member of our team is dedicated to creating amazing customer contact experiences - for our customers and our customers' customers. If you like developing new solutions and turning big ideas into reality, ALVARIA is the place for you. At ALVARIA, you'll work with smart and motivated people to make a difference for the companies we serve.

General Scope & Summary

Provide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

ESSENTIAL FUNCTIONS

  • Gain knowledge of assigned customers' technical and business environment.
  • Document and verify reported problems.
  • Troubleshoot and resolve issues utilizing all available tools, resources, and documentation.
  • Engage additional resources when necessary.
  • Provide effective and consistent communication to management, peers, and account team in support of customer.
  • Working knowledge of main Aspect products and strategy.

Minimum Job Requirements

SPECIALIZED KNOWLEDGE & SKILLS

  • Understanding of PCs, Networks, OS platforms, databases, telephony, software applications, and ACDs.
  • Demonstrated ability to learn complex software tools quickly.
  • Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.
  • Ability to use professional concepts and company policies and procedures to solve routine problems.
  • Ability to develop resolutions to problems of limited scope and follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
  • Ability to pass a background check may also be required.
  • Physical requirements include sitting for long periods of time.
  • A minimum of at least TWO to THREE of the following:
  1. Contact Center Technologies (including Automated Dialers & Telephony);
  2. CentOs Linux;
  3. Networking;
  4. Windows OS;
  5. SIP
  • Demonstrated ability to learn complex software tools quickly.
  • Strong customer communication skills (verbal and written), including passing an English proficiency test

EDUCATION AND EXPERIENCE

  • 2+ years relevant work experience supporting customers in a technical environment OR commensurate college-level coursework, or a combination of both.
  • Some travel, after-hours, or on-call work may be required.
  • Shift flexibility including weekends.
  • Technical Certifications and second or third languages a plus but not required.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

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