What are the responsibilities and job description for the Customer Support Engineer position at CX Advanced Solutions?
Summary
As a Customer Support Engineer at CX Advanced Solutions, you will be a critical member of our customer support team, responsible for providing advanced technical support, handling escalated support tickets, managing customer escalations, and contributing to proactive customer monitoring and account management efforts. You will serve as the first line of technical support for our customers, delivering responsive, knowledgeable, and empathetic service to resolve issues and maximize system performance. Your expertise and dedication will directly impact the success and satisfaction of our clients.
Essential Duties and Responsibilities
- Collaboration: Work closely with the sales and deployments teams to understand customer needs and ensure the product is configured to meet those needs.
- Technical Support: Handle escalated technical support tickets from customers, providing expert-level assistance to resolve complex issues in a timely manner.
- Platform Expertise: Serve as a Tier 1/2 support resource for Webex Calling and Webex Contact Center issues, escalating to engineering when necessary.
- Cross-functional Coordination: Collaborate closely with product development and engineering to ensure prompt resolution of customer issues and communicate customer feedback effectively.
- Proactive Monitoring: Monitor customer systems and services to identify potential issues, provide recommendations, and implement preventive measures.
- Account Management: Assist with building strong customer relationships, understanding business needs, and identifying opportunities for upselling or cross-selling solutions.
- Documentation: Create and maintain comprehensive documentation, including troubleshooting guides, knowledge base articles, and best practices.
- Availability: Participate in on-call rotations to provide 24/7 technical support coverage for critical customer issues.
- Mentorship: Mentor and provide guidance to junior support engineers, fostering a culture of continuous learning.
- Industry Standards: Stay up-to-date with industry trends, emerging technologies, and best practices.
- Other: Other duties as assigned by management.
Reports To
- Director of Customer Experience
Qualifications
- Education: Bachelor's degree in Computer Science, Computer Engineering, or a related field.
- Experience: 2 years experience in a customer support or technical engineering role.
- Troubleshooting: Strong expertise in analyzing logs, troubleshooting complex issues, and providing efficient solutions.
- Communication: Exceptional customer-facing skills with the ability to explain technical concepts to non-technical audiences.
- Self-Management: Demonstrated ability to work independently, manage priorities, and drive results in a fast-paced environment.
- Platform Skills: Hands-on experience supporting Cisco Webex Calling, CUCM, Webex Contact Center, or equivalent UCaaS/CCaaS platforms.
- Technical Knowledge: Understanding of VoIP/SIP protocols, PSTN integrations, and basic networking (NAT, firewalls, DNS).
- Tools: Familiarity with Cisco Control Hub, Call Flow Editor, Agent Desktop, and workspace provisioning.
Outcomes
- Improved project management of strategic projects and customers.
- Improved project completion rates.
- Improved predictions and trend analysis.
- Improved stakeholder and customer satisfaction.
Processes and Systems
- SFDC (Salesforce): Primary documentation tool.
- Order Task Notes to notate communication.
- Cisco Control Hub:
- Customer and system management.
- Webex Calling.
- Webex Contact Center.
Scorecards & KPIs
- Ticket Status Report
- Escalation Report
- Ticket Completion Report
- Customer Satisfaction Survey (CSAT)