Technical Support Engineer Job Openings at inContact

inContact is hiring Technical Support Engineers to provide technical assistance on applications to resolve end-user issues with the inContact suite of products.

Other job duties:
  • Work tickets via web-based ticketing system, email, voice or chat
  • Validate for correct prioritization and monitor communication to users of progress
  • Fix end-user issues that can be resolved on applications
  • Record and route incidents to specialist groups
  • Provides resolution and recovery of incidents not
  • Keep clear and thorough records in the ticketing system of all actions taken
  • Escalates incidents when necessary
  • Troubleshoots VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll-Free services
  • Opens and monitor incidents created with 3rd party providers
  • Pulls and analyzes logs for troubleshooting for contacts, applications, etc.
  • Reads and analyzes network diagrams
  • Regularly works flexible schedule and on-call services
  • Effectively and professionally communicates with internal and external customers

  • Associates Degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required.
  • 1+ years work experience in a customer service field, preferably in a technical support capacity
  • Excellent technical, troubleshooting and analytical skills
  • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills
  • Excellent communications skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism
  • Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
  • Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP)
  • Experience in a technical support role in software or telecommunications environment.
  • IP Telephony/ Telecommunications experience
  • Experience in a telephony/telecommunications
  • Dialer knowledge and Workforce Management experience
  • Web Services and API knowledge and understanding of conceptual use
  • Competent in database and SQL concepts

How to apply:

About inContact
inContact is a part of NICE, the worldwide leading provider of both cloud and on-premises enterprise software solutions. It makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics.