Support Engineer
1 week ago
Want to be a hero?
Join the #1 technology company, awarded Best Employer in IT&C.
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that.
What the mind can believe we can achieve We are driven by our values and one of #Nobel values teaches us that together we can achieve greatness.
Don’t worry if you are at the beginning or remote working. Our Buddy program will help you all the way to the onboarding.
**Responsibilities**:
- Provides help and technical information regarding customers and customers setups to other internal departments in order to solve customer service requests or enquiries
- Creates, solves and documents solutions for customer tickets/requests within SLAs timeframes and in accordance with the support process
- Create documentation and procedures for support related tasks
- Creates FAQ pages for customers which can serve as a guide for customer on using Nobelbiz Services
- Network and systems monitoring with the help of monitoring tool and alerts
- Works together with the other departments to achieve the operations goals
- Provides training to customers for our NobelBiz CCS platforms and other Nobelbiz products
- Learning new technical skills and learning department procedures
- Stay up to date with all the current & new NobelBiz products, features and services. Stay up to date with new compliance rules, industry changes and new technologies
**Requirements**:
- Minimum 1.5 years work experience in a previous technical support position
- Fluent English skills are required; additional languages are a plus
- Strong analytical and troubleshooting skills with attention to detail
- Excellent communication skills (written and oral)
- Self-starter, resourceful, proactive
- Strong customer focus
- Must be able to cope under pressure and work to stringent timelines
- Ability to address and resolve time-sensitive issues and meet work deadlines
- Good SQL skills (Microsoft or/and MySQL) to query production databases. SQL Certification is a plus (running queries, setups jobs and stored procedures)
- Good understanding Telephony/Voip environments: SIP, WebRTC, troubleshooting call connectivity/quality, media gateways, and SBC devices - previous experience with telephony system or certifications will be considered a plus
- Basic understanding of cloud technologies (i.e. AWS)
- Basic Programing/scripting skills (.NET, JavaScript, HTML)
- Basic knowledge of Microsoft Windows Server operating systems
- Basic knowledge Linux/Unix OS
- Knowledge of Microsoft Office suite
- Experience supporting (technical level) contact center environments (or at least experience in a support/engineering position)
- Good knowledge of contact center technologies and industry (or telecom industry and technologies)
- Possession of designated system/technologies certifications would be considered an advantage
**What we offer**:
- International company with international mindset
- Unique team spirit and informal work environment
- Training opportunities and career growth program
- Work with talented and collaborative coworkers who will support you and help you grow
- Additional perks as part of our culture: parties, team buildings, diverse Fun at Work activities every month.
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