Please direct your responses to: wendell.black@brightpattern.com
Bright Pattern Customer Support Engineer (Full Time)
Overview:
Bright Pattern customer support engineers are the front line of satisfaction after the sale. They assist our business customers with operation of the ServicePattern™ SaaS Contact Center Service. Your technical troubleshooting and critical thinking skills, coupled with an ability to communicate with customers, will help Bright Pattern expand our satisfied customers in this competitive market segment.
Job Description
Customers will be contacting you for support assistance using phone, email and chat. You will be responsible for triaging each customer interaction, creating support tickets for tracking purposes and providing timely resolution to customer issues. You will be responsible for working to resolution by performing advanced troubleshooting and research for issues with the ServicePattern platform and connectivity to it. The ideal candidate will have experience in providing technical support for networking products in a contact center environment. You will be required to troubleshoot customer issues and provide answers to technical support questions along with implementing fixes and work-arounds for application problems. You will create and maintain documentation for supported applications. You will occasionally have to escalate urgent problems requiring more in-depth knowledge to appropriate internal resources. Bright Pattern is relying on your experience and judgment to plan and accomplish goals.
Responsibilities
▪ Take ownership to establish priority and work cases to resolution with customer.
▪ Develop workarounds and champion fixes with operations and engineering teams.
▪ Conduct root cause analysis, identify trends, and share technical knowledge with engineering and operations to reduce the number of escalations and speed time to resolution for customers.
▪ Be responsible for proactively monitoring, diagnosing, and responding to system alarms.
▪ Meet or exceed customer satisfaction and business growth metrics.
▪ Manage and triage multiple incident cases within SLAs and provide up-to-date details on each.
▪ Respond to emergency operational needs which may require after-hours support.
▪ Provide documentation for work-arounds and file bugs for detected application issues.
▪ Participate in scheduled maintenances and system upgrades.
▪ Provide notification and escalation for maintenance and outage activity.
▪ Provide on-call pager/cell support during off-hours.
▪ Follow prescribed procedures and document all work performed in the ticket system.
▪ Build strong relationships with internal and external customers.
▪ Share knowledge and best practices with other company personnel by training and documentation.
Necessary Skills:
▪ Expert knowledge and troubleshooting proficiency of:
Unified Communications, VOIP, and SIP technologies
TCP/IP, Network routing protocols, firewalls,
Windows Server and Linux
Cloud computing technologies and concepts
Contact center technologies
Thin client support and work with dominant browser applications including IE, Firefox, Chrome, Safari
▪ 3+ years in a Tier 2 or higher support engineering position for networking or telecommunications products
▪ Bachelor's degree in a technical field and/or comparable industry certifications and experience
▪ Strong organizational and time management skills
▪ Excellent verbal and written communication skills
▪ A driven individual who sets aggressive personal goals and executes on them
▪ Team player who can make can difference.
About Bright Pattern
Bright Pattern is a start-up company that offers the next generation cloud-based contact center technology platform for sales and customer service. Architected from the ground up as a cloud-based service, Bright Pattern offers the best blend of enterprise-grade functionality, reliability, and scalability. As a multichannel, unified full-featured end-to-end solution, the ServicePattern™ platform helps you manage the complete life cycle of customer service and economically improve sales and customer experience. BrightPattern's corporate office is located in San Bruno, CA.
Salary: Based on experience/qualifications
Reply: Send resume to wendell.black@brightpattern.com
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