Envision | Customer Support Engineer

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Division: Service & Support
Region: United States
Location: Seattle, Washington
Summary: Do you have a passion for customer satisfaction and success? Do you have a desire for continuous learning and greater responsibility? Is being part of a successful, fun and innovative team important to you? If so, Envision is the place for you. In this position you will be responsible for problem tracking, diagnosis, replication, troubleshooting, and resolution of issues involving Envision's software products. As a Support Engineer you will work with our direct customers and reseller partners, to fully diagnose/troubleshoot possible software/hardware issues. In addition you will also have frequent communication and collaboration with other departments within the company to ensure a successful customer experience. Assisting customers can involve high pressure and multi-tasking, yet the reward of working with other teams within the company to resolve customer issues and be able to respond to customers within established timelines can be an energizing challenge.

Qualifications:

• You will need a minimum of two years experience troubleshooting software/hardware issues in a technical support role where you interfaced with and assisted customers
• Experience working with PBX/ACDs and computer based telephony applications
• Experience with cabling and hardware technologies used in the PBX environment
• Windows 2003 and 2008 server administration and configuration experience
• Experience troubleshooting Client/Server applications in a LAN/WAN environment
• Good understanding of Microsoft SQL Server management tools used to optimize performance and schedule standard maintenance tasks.
• Knowledge of T-SQL scripting in SQL 2005/2008
• Previous experience with remote access tools used to diagnose issues, system performance and upgrade applications.
• Knowledge of basic VB and WMI scripting.
• Demonstrated ability to work in fast paced, high demand environment

Responsibilities:

• Act as primary customer contact for incoming and assigned customer cases. Provide telephone, web, and email based technical support for applications within the Envision product suite.
• Meet contractual and internal goals for customer communication by responding to requests for assistance, consistently providing updates on the progress of each resolution, and providing high quality, creative, and timely solutions
• Take part in ongoing learning about our amazing products and new releases so you'll be well equipped to routinely update customers and provide technically accurate and complete solutions.
• Effectively utilize support tools to document problems and propagate solutions to both customers and co-workers.
• Seek to proactively identify opportunities for improvement in all processes, communication, and documentation

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