Tier 1 Support Engineer
SignalWire
SignalWire is seeking a customer service oriented and self-motivated professional to join the SignalWire Support team. The Tier 1 Support Engineer will monitor and provide technical advice and support via SignalWire’s various communication channels, including phone, email, and chat to ensure our customers receive expert and expedient technical support related to their SignalWire and FreeSWITCH systems. The Tier 1 Support Engineer will be tasked with solving simple to intermediate technical and non-technical issues and will also collaborate with team members across all departments to assist them with their requests. The Tier 1 Support Engineer will also be responsible for logging all interactions in the CRM system to ensure accurate and comprehensive data collected on every case, as well as ensuring knowledge base articles are up to date and being properly maintained
Job Duties:
- Answer incoming support calls, monitor email and chat communications taking special care to offer effective solutions in an expedient manner or dispatch to appropriate team as necessary
- Assist with configuration and usage of SignalWire API’s and systems
- Troubleshoot and resolve issues with SignalWire API’s
- Accurately log information and data gathered from customer interactions in CRM system
- Utilize and Maintain the SignalWire Knowledge Base that provides technical support resources to internal staff and external customers
- Analyze records and logs to spot underlying trends and potential issues
- Support the implementation of new solutions or applications
- Review accounts for new users and assists with password or login problems
- Participate in business-wide meetings to provide insight into technical requirements
Job Qualifications:
- 1+ years of experience in a technical support role
- Certifications are preferred, but not required
- Working knowledge and expertise with a variety of software, hardware, and applications
- Willingness to solve complicated problems and see projects through to completion
- Analytical skills to study problems and record and identify solutions
- Team-oriented attitude to help other colleagues and departments with technical problems
- Strong interpersonal communication and relationship-building skills
- Ability to manage time and effectively prioritize numerous issues at one time
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