Customer Support Engineer

Calabrio is growing and we are now looking for a Customer Support Engineer! You will be the escalation point for customer reported technical issues and responsible for ensuring all customer issues are addressed in a timely and efficient manner. You will be part of an expanding team of competent colleagues within Customer Support spread in Stockholm, the UK, Denver, Minneapolis and Australia.

About the job

• Collect relevant technical details to effectively troubleshoot scope of reported issue
• Employ methodical troubleshooting techniques to isolate hardware or operating system related issues
• Review manuals, release notes, and patch documentation for possible issue resolution - including verification of product and platform compatibility
• Provide general product information and configuration support
• Act as On-Call Support or escalation contact in a rotation during evening and weekend hours
• Utilize remote secure access technologies such as WebEx to diagnose and resolve customer issues
• Occasionally serve as a liaison and/or coordinate with CPS and other integration partners to provide transition support as clients migrate from implementation to support
• Perform complete, accurate, and timely entry of information into CRM tool for all incidents/support requests (e.g. gather and document required information from customers)
• Handle incoming contacts (calls/emails) and provide customers with timely status updates and ongoing communication

Requirements

• 3+ years of technical customer service experience or similar support-related work
• Experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (i.e. agent desktop, IP-IVR, instant messaging, workforce management, call recording) is advantageous
• A relevant technical degree
• Excellent troubleshooting and analytical skills
• Excellent verbal and written communication skills
• Ability to manage difficult and stressful customer situations with attention to detail and sense of urgency
• Capability to balance and prioritize multiple issues
• Proven ability to work independently and remotely

Benefits

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent

What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer.

Our commitment is to continue to keep our people healthy, focused, and creative. We've built a company culture where you’ll feel motivated and truly excited to come to work. Calabrio is driven by the diversity of our talented team members who come from a wide variety of backgrounds and lifestyles. As an equal opportunity employer, we always consider and embrace ALL individuals including what makes them unique. We believe our team members should be happy and healthy, with peace of mind and a sense of accomplishment.

About Calabrio:

Calabrio has joined forces with some of the best minds and most progressive concepts on enriching human interactions through our customer experience intelligence platform. For you, that means working on high-performing innovative teams that combine their incredible ideas in one incredible company.

Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).

Awards & Accolades:

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary.

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members th