Job Description

Calabrio Support Team is looking for a Level 2 Support Engineer who will be responsible for customer contact and communications throughout the lifecycle of their assigned cases. A Level 2 Support Engineer is responsible for a very high level of troubleshooting expertise and requires exceptional communications skills.

What You\'ll Be Doing:

• Perform complete, accurate, and timely entry of information into CRM for all cases worked on
• Consistently logged into Calabrio\xe2\x80\x99s ACD while on shift or scheduled for calls
• Provide general product information, configuration support, collection of relevant technical problem identification information
• Review manuals, release notes, and patch documentation for possible issue resolution
• Verification of compatibility matrixes that are appropriate
• Provide the customer with status updates and ongoing communication
• Provide technical assistance to Calabrio customers using Workforce Management or DX
• Enable debugging during isolation of problem to capture failure mode and analyze trace logs associated with failure mode
• Provide status to the Calabrio management, the customer, Calabrio sales and external system providers support staff as necessary
• Follow established escalation procedures
• Follow all communication policies and CRM workflows
• Utilize remote secure access technologies such as VPN and WebEx to diagnose and resolved customer issues
• Employ methodical problem resolution techniques to remotely diagnose hardware and operation system end applications using diagnostic utilities
• Act as On-Call Support in a rotation during evening and weekend hours

Requirements

• 3-5 years of customer service experience and experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (i.e. agent desktop, IP-IVR, instant messaging, workforce management, call recording)
• Experience with Microsoft SQL Server, basic queries
• Demonstrated ability to decipher, analyze, and troubleshoot logs
• Experience with operating a Workforce Management platform
• Demonstrated expertise in computer and software troubleshooting
• Four-year technical degree (preferred)
• CCNA/CCNP/MCSE (preferred)

Benefits

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent

What we value most\xe2\x80\xa6workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you\xe2\x80\x99ll feel motivated and truly excited to come to work!

About Calabrio:

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform and our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Our solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight.

Awards & Accolades:

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We\xe2\x80\x99ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 8 years in a row, #27 on the 2022 Fast 50 list, named one of BC\xe2\x80\x99s Top Employers for 2021 and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio\xe2\x80\x99s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing . An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant\xe2\x80\x99s requested accommodation with those individuals who have a specific need to know such information.

Calabrio