Job Description
We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Engineer. As a vital member of our team, you will be responsible for promptly addressing customer issues and providing support while playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional communication skills, a strong technical background, and a passion for delivering outstanding customer experiences.
- Provide support for all technical queries from customers related to Tokus multi-product platform via email and other asynchronous channels.
- Diagnose and resolve technical issues related to call routing, IVR flows, integrations (CRM, ticketing systems), APIs, and platform configurations.
- Collaborate with cross-functional teams, such as Product Development, Engineering, and Sales, to ensure effective issue resolution and timely customer feedback.
- Identify recurring issues and propose solutions or escalate them to prevent or minimize future occurrences.
- Help develop, document, and continuously improve support processes, ensuring efficiency, consistency, and scalability.
- Assist in training new team members on support protocols, product knowledge, and troubleshooting techniques.
- Proactively gather customer feedback and insights to improve our products, services, and overall technical support experience.
- Maintain detailed records of customer interactions, inquiries, complaints, and resolutions using our CRM system.
- Collaborate with the product development team to relay customer feedback and contribute to the improvement of our products based on user needs.
- Proactively stay well-informed with the different product releases, project timelines, and company/team updates to ensure the accuracy and relevance of information shared with customers or team members
- Strong understanding of VoIP, SIP, WebRTC, and cloud telephony concepts.
- Experience with contact center platforms (e.g., Genesys Cloud, Five9, Talkdesk, NICE CXone, Amazon Connect).
- Familiarity with APIs, scripting (Python, JavaScript, CURL commands), and cloud infrastructure (AWS Debugging & troubleshooting using CloudWatch).
- The capability to evaluate and focus on in-depth problem analysis of Tokus products and their integration into enterprise-wide mixed environments, as well as replicate and detail for referral to Senior Support where required
- Familiarity with features, troubleshooting techniques, and administration tasks on Microsoft Windows is good to have.
- Working experience with the following: Help Center/knowledge bases, Microsoft Teams is an advantage.
- At least 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment.
- Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and understandable manner.
- Detail-oriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously.
- Familiarity with CRM software and support ticketing systems (Atlassian Jira)
- Ability to work independently and collaboratively within a team, demonstrating a proactive and self-motivated attitude.
- Ability to work shifting schedules
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