Technical Support Engineer II

inContact, Inc. (NASDAQ: SAAS) is a provider of on-demand call center software. The inContact platform has grown from an Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), and Interactive Voice Response (IVR) with speech recognition, to include an online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution.

The Technical Support Engineer II will provide technical assistance on applications to resolve end-user issues with the inContact™ suite of products. Duties of this position will include troubleshooting and diagnosing escalated customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the inContact™ customer with a positive experience and a product that meets their needs. The highly-skilled Technical Support team will provide exceptional client assistance in the resolution of complex problems, utilizing various communication methods email, chat and voice.

• Work tickets via web-based ticketing system, email, voice or chat
• When working tickets:
• Validate for correct prioritization and monitor communication to users of progress
• Fix end-user issues that can be resolved on applications
• Record and route incidents to specialist groups
• Provides resolution and recovery of incidents not
• Keep clear and thorough records in the ticketing system of all actions taken
• Escalates incidents when necessary
• Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services
• Opens and monitor incidents created with 3rd party providers
• Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
• Reads and analyzes network diagrams
• Regularly works flexible schedule and on-call services
• Effectively and professionally communicates with internal and external customers

To Land This Gig You'll Need:

• Associates Degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
• 3-5 years work experience in a customer service field, preferably in a technical capacity
• Excellent technical, troubleshooting and analytical skills
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills
• Excellent communications skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
• Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)

Bonus Experience:

• 2+ years in a technical support role in software or telecommunications environment.
• IP Telephony/ Telecommunications experience
• Experience in a telephony/telecommunications
• Dialer knowledge and Workforce Management experience
• Web Services and API knowledge and understanding of conceptual use
• Competent in database and SQL concepts