Application Support Engineer

CPL

LIMERICK

Responsibilities and Duties: Support day-to-day operations, including resolution of technical contact centre and communications issues and requests via phone, e-mail, and/or chat/co-browse sessions. Manage support cases, drive to resolve cases and support customers quickly and efficiently. Author and submit knowledge base articles based on customer issues and interactions. Attend meetings and training as required. Ensure Support offerings are provided to our customers within the specified SLA. Ensure timely, quality responses to customer, partner and OEM inquiries and proactive communications as needed, to enhance customer satisfaction and minimize service downtime. Provide in-office customer service and support. Follow-through and manage active software problems and advancements between WDC, Customers, Partners and OEMs. Manage effective issue identification and resolution process. Participate in process improvement initiatives, when applicable. Successful Candidate Will Possess: Bachelor’s degree and/or comparable technical industry certifications and experience. Proven ability to support customers with superior customer services skills. 3 to 5 years experience in a technical support / help desk role in the Telephony, Networking, IP, HDCP, DNS, Firewall. Routing experience combined with Experience of Application Support (Preferably have knowledge of Web Technology/HTML/Javascript for debugging) / Helpdesk / Issue Resolution. Experience with Genesys, Cisco/Avaya or similar related Contact Centre Platform Technology is a plus. Experience with technical operations in a fast-paced, high-productivity environment (preferably contact centre. Industry Active Certifications Preferred, not required with demonstrated experience. Strong desire to train, earn certifications and transition to an advanced certification level. Excellent organizational, follow-through and multitasking abilities and time management skills. English verbal and written communication. Availability to work after hours as needed. Able to drive results with a sense of urgency relative to the clients’ need. Effective time management skills. Ability to work with a positive attitude as a member of a team, as well as independently, to meet critical deadlines. Decisiveness, good judgement, analytical aptitude and problem-solving skills to act with authority. Schedule, Achieve and Maintain the required OEM certifications for the position and job role. Outstanding character, integrity, and ability to exhibit professionalism and good customer service skills.

1611 days ago