Technical Support Engineer - Tier 2
Boston, MA
About the Role:
Fuze is a global cloud communications and collaboration platform connecting the digital workforce. Through one simple, secure platform with a best-in-class user experience, enterprise technology leaders can transform communications, reduce complexity, and empower people to seamlessly collaborate on any device, whenever and wherever they want.
Are you a natural-born leader with a passion for innovative technology? Interested in a career where you’ll make a difference in the way various organizations communicate? The Fuze Customer Support Team is rapidly evolving and adapting to take on new customers and support an industry-leading Unified Communications as a Service (UCaaS) product suite.
Description:
The Technical Support Engineer role is a combination of customer service and technical ability. This role is a customer facing role, via phone and email, with a strong emphasis on accurate, comprehensive communication. This role is dedicated to addressing customer product issues and change requests while providing an enjoyable experience. The candidate for this role will drive customer satisfaction with a combination of product knowledge and customer engagement.
Responsibilities:
- Work directly with customers through phone, email, and case management system to resolve problems and fulfill requests
- Have a calm, patient attitude to listen to problems and perform research while driving a reported issue towards resolution
- Take ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action
- Manage multiple issues in parallel, taking responsibility for meeting SLAs and updating customers
- Troubleshoot, replicate, and investigate application (Windows/OS X, iOS/Android), network, handset, and end-user issues
- Document and escalate more complex issues to higher level technical teams
- Maintain knowledge on related industry protocols (SIP, HTTP/HTTPS, SSH, TELNET, UDP/TCP)
- Acquire and maintain expertise on the Fuze platform
- Actively contribute to our customer facing knowledge base with procedural instructions enabling customer self-service
- Take part in an on-call rotation to address high customer impact issues during off-hours
- Monitor multiple channels of input (email, chat, phone) to enable effective internal collaboration with colleagues
Qualifications - Required:
- 1-3 years Customer Service related experience
- Ability to effectively prioritize and manage an evolving workload
- Ability to communicate verbally and in writing with customers in a professional and friendly manner
- Good organizational & analytical skills, ability to plan and track tasks to satisfy agreed upon timelines
- Strong verbal communication skills and fluency in English
- Working Hours: Applicant to work AMER business hours
Qualifications - Preferred:
- University Degree: either BS or BA, preferably in a technical related field
- Familiarity with Linux/Unix
- Fluency in languages other than English
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Meet Fuze
Fuze is a global cloud communications and collaboration software platform for the enterprise. Through an innovative and consumer-inspired unified experience, Fuze enables seamless transition between voice, video, messaging, and content sharing. Fuze empowers the digital workforce anytime, anywhere, and across any device. Headquartered in Boston, MA, Fuze has additional locations including New York, San Francisco, Seattle, Ottawa, London, Amsterdam, Aveiro (Portugal), Paris, Munich, Zurich, Copenhagen, and Sydney.
