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Client Support Engineer

November 30, 2011 - March 11, 2012
Location:Akron, OH
Exempt/Non-Exempt:Exempt
Employment Type:Full Time
Department:Client Support
Description:The Support Engineer Tier 1 will take ownership of issues and drive them to resolution in a timely fashion; operate independently, juggling multiple tasks and projects simultaneously in a results-oriented environment The CSE must fully understand enterprise software deployments and how Virtual Hold queue management software integrates with each of our unique client sites. The CSE should be aware of, and be able to clearly articulate the benefits and impacts of every configuration option within the Virtual Hold product suite.
Duties:-Resolve customer issues in a manner that generates their loyalty and promotion of our services. -Anticipate and react to technical problems or issues that arise and provide problem resolution plan options to the Technical Support team and client. -Organize and manage projects and tasks while consulting with other team members/leaders and account managers to ensure company objectives are met. -Assists with client training, if required. -Request appropriate information from the client to understand the urgency and resolve the problem. -Close cases with concise written resolution description. Maintain schedule flexibility, working on non-standard business hours and shifts, or as necessary. -Participation in the on-call rotation is required. -Occasional domestic and international travel is required. -Performs all other required administrative tasks.
Qualifications:-BS or BA degree in computer science, business administration, or related experience is desired. -Proficiency in common business software (Outlook, Word, Excel) and general computer skills. -Experience working with various levels of IT and business management in a diplomatic fashion to achieve company goals is a necessity. -Ability and interest in learning new technologies. -Excellent written and oral skills. -Excellent problem solving and communication skills. -Ability to work well and communicate with people in all levels of the organization. -Familiarity with Windows server operating systems required. -Familiarity with Microsoft IIS is desired. -Familiarity with Microsoft SQL is desired. -Familiarity with CTI systems is desired. -Familiarity with WAN/LAN and knowledge of TCP/IP is desired


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