AustinRecruiter Since 2001
the smart solution for Austin jobs

Tier 2 Customer Support/CSR Engineer

Company: VisionWeb
Location: Austin
Posted on: October 13, 2019

Job Description:

Summary In this position youll be resolving complex upper-level technical issues, working directly with customers, and making decisions to ensure both product and customer service expectations are exceeded. Job Duties and Responsibilities

  • Reviewing, troubleshooting, and independently resolving escalated support cases
  • Maintaining clear communication with customers and team members to ensure all issues are thoroughly resolved, focusing on Customer Satisfaction.
  • Independently conduct production changes that will impact all customers based on system and customer needs
  • Consistently follow documented processes and procedures; enhancing and improving processes if needed
  • Provide suggestions for data, process and system changes based on expertise and customer needs
  • Ensure Tier 1 team and other teams understand what changes have been made/implemented and what the benefit is to the customer as well as the business
  • Lead and provide guidance to Tier 1 team to ensure they understand all updates that are done in the production and systems
  • Create thorough resolution documentation based on company procedures.
  • Participate and lead in pre-release testing for new products
  • Engage with all agile teams to continue to improve our product and ensure customer satisfaction.
  • Serve as the go-to for providing troubleshoot support to Tier 1 teams via direct person-to-person support, chat room communication, and training sessions Qualifications:
    • Analytical and innovative troubleshooting skill set
    • High-Level communication skills, able to communicate effectively about technical issues with people at all levels of technical acumen
    • Excellent interpersonal and customer service skills; able to act and lead with an appropriate sense of urgency to resolve problems
    • In-depth understanding and 4+ years experience with relational database applications and web server technologies
    • Lead others, specifically in Tier 1 team, as needed with any work-related issue that may arise
    • Experience leading and managing internal or external conflict that may arise
    • 4+ years experience supporting software solutions for external customers
    • Proficient with SQL Server databases; able to lead and guide others
    • Strong Knowledge of Windows and Microsoft office suite of products; able to lead and guide others
    • 4+ years experience using remote connection software; able to lead/train others
    • Strong ability to multi-task, prioritize, and shift focus on various projects when needed
    • 4+ years technical customer support experience, preferably in a high-tech SaaS industry
    • 4+ years experience with Salesforce and Microsoft Team Foundation Server (TFS); able to lead/train others

Keywords: VisionWeb, Austin , Tier 2 Customer Support/CSR Engineer, Engineering , Austin, Texas

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Engineering Jobs


Network Engineer II - Network Design - Spectrum Enterprise
Description: At a glance:Do you specialize in network engineering and improving the end user experience through the development and implementation of network enhancements Can you commit to a technical position providing (more...)
Company: Spectrum
Location: Austin
Posted on: 10/17/2019

Network Engineer II - Implementation and Operation - Spectrum Enterprise
Description: At a glance:Do you specialize in network engineering and improving the end user experience through the development and implementation of network enhancements Can you commit to a technical position providing (more...)
Company: Spectrum
Location: Austin
Posted on: 10/17/2019

Network Engineer II - Network Design - Spectrum Enterprise
Description: At a glance:Do you specialize in network engineering and improving the end user experience through the development and implementation of network enhancements Can you commit to a technical position providing (more...)
Company: Spectrum
Location: Buda
Posted on: 10/17/2019


Network Engineer II - Implementation and Operation - Spectrum Enterprise
Description: At a glance:Do you specialize in network engineering and improving the end user experience through the development and implementation of network enhancements Can you commit to a technical position providing (more...)
Company: Spectrum
Location: Hutto
Posted on: 10/17/2019

Senior Security Research Engineer
Description: Job Description br br br ATI Team Description: br br The Application and Threat Intelligence team creates the information about current security threats and modern applications that are used (more...)
Company: Keysight Technologies
Location: Austin
Posted on: 10/17/2019

Network Engineer II - Implementation and Operation - Spectrum Enterprise
Description: At a glance:Do you specialize in network engineering and improving the end user experience through the development and implementation of network enhancements Can you commit to a technical position providing (more...)
Company: Spectrum
Location: Dripping Springs
Posted on: 10/17/2019

Network Engineer II - Spectrum Enterprise
Description: At a glance:Do you specialize in network engineering and improving the end user experience through the development and implementation of network enhancements Can you commit to a technical position providing (more...)
Company: Spectrum
Location: Del Valle
Posted on: 10/17/2019

Commissioning Engineer
Description: Primary responsibilities for Commissioning Agents include: Providing quality control of designs, energy models and specifications Communicating and coordinating with architects, owners, other engineering (more...)
Company: Tech USA
Location: Round Rock
Posted on: 10/17/2019

Mechanics/Technicians Needed - Excellent Pay!
Description: Salem Carriers--is hiring Mechanics and Technicians to--repair trucks, trailers and other vehicles. Mechanics/Technicians repair any part on the equipment.Benefits: ul li Health Dental Insurance (more...)
Company: Salem Carriers
Location: San Antonio
Posted on: 10/17/2019

Network Engineer II - Spectrum Enterprise
Description: At a glance:Do you specialize in network engineering and improving the end user experience through the development and implementation of network enhancements Can you commit to a technical position providing (more...)
Company: Spectrum
Location: Manor
Posted on: 10/17/2019

Log In or Create An Account

Get the latest Texas jobs by following @recnetTX on Twitter!

Austin RSS job feeds