Enterprise Support Engineer

CallMiner

Atlanta, GA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/01/2021
  • Website: callminer.com
  • Company Address: 200 West Street, Waltham, MA, 02451

About CallMiner

CallMiner is the leading cloud-based conversational analytics solution for improving agent performance across all contact channels (voice, social, email, chat), by automating Performance Management. Unlike complex speech analytics that require a sophisticated fulltime analyst, CallMiner Eureka pushes actionable insights directly to the people who need and can act on the data, from the VP who manages contact centers and/or BPOs, the Supervisor who manages a team of agents, and to Agents themselves.

Job Description

CallMiner empowers organizations of any size to extract and act on intelligence from customer interactions and feedback, including live and recorded calls, chat, email, social platforms and surveys, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018.

At CallMiner, we hire great people and challenge them every day. CallMiner team members are passionate about delivering innovative technology solutions and industry-leading customer success. Core to our culture is the power of feedback which we leverage to improve our own organization every day in every way. To hear more about what it's like to work at CallMiner, watch our video at Careers.CallMiner.com

Summary:

We are offering an opportunity to be part of CallMiner's unique technical support team to help customers get the most from their state-of-the-art SaaS solutions.

    The Software Support Engineer will resolve customer software issues, share knowledge with colleagues to help improve our service levels as well as deliver exceptional customer service.
    They have full responsibility for managing technical support cases for our customers, engage in information gathering and sharing, perform analytical troubleshooting and problem research as they collaborate with other engineers as necessary.

Responsibilities:

    Provide answers to clients by identifying problems researching answers and guiding client through corrective steps
    Improve references by writing and maintaining documentation
    Follow up and make scheduled callbacks to customers where necessary
    Follow and promote best practices
    Provide technical expertise and ownership of solutions
    Redirect problems to appropriate resource
    Communicate continually with the client and project teams
    Efficiently and methodically troubleshoot technical issues
    Execute and document system validation protocols such as installation and operational qualifications
    Maintain client confidence and protect operations by keeping information confidential
    Provide technical support for CallMiner's Eureka product family
    Investigate, troubleshoot, understand and debug CallMiner's software
    Work with different server technologies to find timely and creative solutions to customer questions and requests
    Collaborate with our development and platform teams to help host and improve CallMiner applications
    Manage customer cases within the service level agreement boundaries
    Write best practices and solutions for our knowledge base
    Provide support status to the support manager and team

Required Qualifications:

    2+ years experience in a Support Engineer role
    Associates or Bachelor's Degree in Computer Science, Computer Information systems, Network Administration or similar
    Experience troubleshooting enterprise level .NET applications is essential
    Strong technical and analytic skills
    Strong written and oral communication skills
    Strong interpersonal and customer care skills
    Experience scripting in Batch, Powershell, or any other command line is essential.
    Microsoft SQL Server 2008, 2012, 2016 basic administration and usage, including queries, stored procedures, and SQL jobs
    Windows Server 2008, 2012, and 2016 OS installation, customization, configuration and troubleshooting
    Knowledge of networking, including gateways, firewalls, and routers, and how to troubleshoot connectivity problems
    Knowledge of PC architecture including specification, installation, configuration, and support of both x86-based and x64-based hardware
    Internet Information Services configuration and troubleshooting
    Ability to work successfully in a highly distributed team, including our team overseas

Preferred Qualifications:

    Understanding of Windows domain security and authentication
    Experience with Telco, VOIP, and recording systems a plus
    Experience with MongoDB and Kerberos Delegation a plus
    JIRA/Confluence experience a plus
    RabbitMQ experience a plus
    2+ years of relevant industry experience, software/hardware support companies preferred

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.