Voice Support Engineer (CSE)
eTeam UK
Krakow, PL
1 d. temu

Please close candidates on Umbrella and Limited

Voice Support Engineer (CSE)

What You'll Do

  • This Voice Support Engineer (CSE) position has the following responsibilities :
  • Provide senior level second line phone / email consultation to independently debug complex IP Contact Center problems.
  • Act as a level focal point for large account network problem resolution.
  • Support reactive case handling for Cisco's largest SP and Enterprise customers with Cisco UCC technologies (Cisco Unified Contact Center, CVP, IVR)
  • Report to Mgr, Technical Support and interface with lower level CSE's, VARs, OEMs & end-users & internal engineering departments.
  • Work on problems of diverse scope where analysis requires evaluation of identifiable factors.
  • Minimum Qualifications :

  • Typically requires BS CS or related (or equivalent experience) plus 2-4 yrs. relevant experience significant Voice technologies / Cisco Jabber
  • Good technical foundation in networking (CCNA Collaboration level or above)
  • In depth knowledge of installing, supporting, and troubleshooting call center products and Unified Communications solutions
  • IP Networking experience-Knowledge of Networking industry, products and protocols-CCIE Voice or equivalent level industry certification preferred.
  • Desired Skills :
  • Strong documentation skills to be utilized for case management, knowledge capture, defect management and Trainings.
  • Excellent verbal communication skills these skills are essential for this engineering role as most of the work being done is through the phone.
  • Very strong Problem Solving skills
  • Understanding of TCP / IP IP knowledge is critical, as it is the foundation for most IP Telephony technologies.
  • Working knowledge of handling network down situations
  • Ability to drive recreates remotely Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.
  • Engineer should have experience and knowledge either of Voice Technology (Collaboration) or IP Telephony protocols, and thorough understanding of Cisco's product line.
  • Must be highly motivated and self-driven. Must be able to work with minimal supervision.
  • Good organizational skills. The position requires that the CSE is able to prioritize his / her workload and manage customer commitments.
  • Strong teamwork and collaboration skills. The Collaboration relies on each CSE to communicate and collaborate often. This results in a very strong teamwork which has proven to be successful in driving Issues to Resolution quickly.
  • Ability to provides systems / product training and identifies improvement opportunities and recommendations in products and processes.
  • Keeps up-to-date with the latest technology products in his area of expertise in order to provide a high quality support
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