Voice Recording Technical Support Engineer

Our client has an excellent opportunity for a Voice Recording Technical Support Engineer!  This is a remote / field position to service the Miami, FL area.  You need to be within 100 miles of Miami.

Responsibilities:

• Remote troubleshooting through any web or modem based application.
• Working in the product call center, opening and managing service tickets, identifying or confirming administrative issues or technical issues.
• Exploring and/or isolating hardware issues with field resources.
• Downloading and interpreting log files; researching and determining resolution course of action and which modules are affected.
• Performing the following on-site functions: Hardware replacement, performing the work at the customer’s site; System troubleshooting and installation of our products, as well as answering all technical and product related questions concerning the product line.
• Mentoring Tier I Support Technicians.
• Managing customer relationships – may require being a dedicated resource for high level customers.
• Providing “On-Call” after hours technical support on a rotational basis.

Requirements:

• 2-3 years similar remote/on-site technical customer support experience in contact center/public safety environments.
• Previous experience with NICE, Verint, Voiceprint (VPI), Eventide, Majuda, Mercom, Revcord, etc. a definite plus.
• Hands on troubleshooting and repair of software systems, telephone network interface equipment and workstation OS.
• Knowledge of telephony, PBX, CTI and data network environments.
• VOIP configuration and router/switch configuration.
• Understand Audio codecs and multimedia drivers.
• English language proficiency.
• Strong communication (written and oral) and organizational skills.
• Exceptional customer service orientation.
• Must be good with people and pressure situations.
• High motivation & ability to work in a fast-paced environment.
• LOCAL TRAVEL IN THE GREATER MIAMI AREA.