Technical Support Engineer

General Scope & Summary

Provide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

ESSENTIAL FUNCTIONS

• Gain knowledge of assigned customers' technical and business environment.

• Document and verify reported problems.

• Troubleshoot and resolve issues utilizing all available tools, resources, and documentation.

• Engage additional resources when necessary.

• Provide effective and consistent communication to management, peers, and account team in support of customer.

• Working knowledge of main Aspect products and strategy.

Minimum Job Requirements

SPECIALIZED KNOWLEDGE & SKILLS

• Understanding of PCs, Networks, OS platforms, databases, telephony, software applications, and ACDs.

• Demonstrated ability to learn complex software tools quickly.

• Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.

• Ability to use professional concepts and company policies and procedures to solve routine problems.

• Ability to develop resolutions to problems of limited scope and follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

• Ability to pass a background check may also be required.

• Physical requirements include sitting for long periods of time.

EDUCATION AND EXPERIENCE

• 2+ years relevant work experience supporting customers in a technical environment OR commensurate college-level coursework, or a combination of both.

• Some travel, after-hours, or on-call work may be required.

• Flexibility to work early AM or late US hours, including weekends.

• Technical Certifications and second or third languages a plus but not required.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.