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Technical Support Specialist I

Calero Software Rochester, NY
  • Expired: October 03, 2019. Applications are no longer accepted.

Job Summary:  

Provides exceptional technical support services to customer and resellers, resulting in a high level of customer satisfaction. Participates as an agent in the customer contact center call queue. 

Duties and Responsibilities of the job: 

  • Provides application support, troubleshooting and consulting on product usage. May need to talk customers through complex procedures, or remotely access their servers to aid in demonstrations and/or problem resolution
  • Manages multiple tasks in a fast paced environment using strong problem solving and decision-making skills, priority decisions and time management
  • Thoroughly documents all customer calls using a ticket tracking system
  • Uses a Knowledge Base to research similar product symptoms to find a resolution, as well as contribute useful content as discovered
  • Works to develop an understanding of product components in order to assist customers with processing and troubleshooting data discrepancies
  • Develops and cultivates positive relationships with customers and resellers
  • Assist with remote installations, configurations, upgrades and troubleshooting products as specified in a customer Statement of Work and Master Services Agreement
  • Reviews product documentation for accuracy and thoroughness
  • Supports customers worldwide via live phone call in a 24/7 environment
  • Participates in after-hours support on a rotating schedule by carrying a cell phone and responding to customer calls
  • Requires security clearance for specific clients

Education: 

  • Bachelors' degree in Information Technology, Computer Science or other related discipline, plus:
    • Minimum 1 year experience working in a technical support role for software based on an MS Windows operating platform
    • Minimum 1 year experience working in a customer contact center as an agent in a call queue and documenting trouble tickets using a ticket tracking system

Experience and Training:

  • Experience with installing, configuring, and administering all current versions of Microsoft Windows server and desktop operating systems
  • Experience with configuring, troubleshooting and maintaining DHCP, IIS, MSSQL and Oracle
  • Knowledge of group policy implementation and security policies
  • Experience supporting Cisco and/or Avaya PBX/switches, Microsoft Lync technologies and/or unified communications environments
  • Bi- or Multi-Lingual is a plus

Technical Knowledge:

  • Must have thorough understanding of applications in order to assist customers with troubleshooting the application and also operating and administering the application with the goal of helping customers be as successful as possible with the product as it applies to their business
  • Understanding of telecom concepts including TCP/IP, subnets, vLANSs, firewalls, DNS, DHCP, routing, switching, circuits, trucks, voice policies,, ACD, VoIP, SIP

Contact with Others

  • Internal departments such as Sales, Engineering, Product Management and Training
  • Works closely with customers, resellers and channel partners located worldwide

 Confidentiality:

This position will be exposed to extremely confidential information and discretion is paramount. A confidentiality, non-compete, and non-solicitation agreement will be required.

Management Responsibility

This position is seen as an individual contributor with no direct supervisory responsibilities.

Calero Software

Address

Rochester, NY
USA