Technical Support Engineer

Calabrio is looking for a Technical Support Engineer for our team in Sweden! In this role, you will be the escalation point for Customer-reported technical issues, and will be responsible for ensuring all customer cases are addressed in a timely and efficient manner. You will be part of an expanding team of competent colleagues within Customer Support located globally in our Stockholm, Denver, Minneapolis, and Australia locations.

About the job

• Handle incoming contacts (calls/emails) and provide customers with timely status updates and ongoing communication
• Provide general product information and configuration support
• Collect relevant technical details to effectively troubleshoot scope of reported issue
• Perform complete, accurate, and timely entry of information into CRM tool for all incidents/support requests (e.g. gather and document required information from customers)
• Review Knowledge Base resources for possible issue resolution - including verification of product and platform compatibility
• Act as occasional On-Call Support or escalation contact in a rotation during weekend hours
• Utilize remote secure access technologies such as WebEx to diagnose and resolve customer issues
• Occasionally serve as a liaison and/or coordinate with CPS and other integration partners to provide transition support as clients migrate from implementation to support
• Employ methodical troubleshooting techniques to isolate hardware or operating system related issues

MUST HAVES:

• 1-3 years of technical customer service experience
• Foundational technical education via a technical degree, or equivalent hands-on experience
• Excellent troubleshooting and analytical skills
• Experience working w/SQL Server
• General server management skills
• Interpersonal skills, together with technical skills
• Ability to manage difficult and stressful customer situations with attention to detail and sense of urgency

NICE TO HAVES:

• Experience with contact center technologies from any of the leading IP telephony vendors:
• Cisco, Avaya, or Nortel
• Agent desktop, IP-IVR, instant messaging, workforce management, and/or call recording
• Cloud administrator experience in Azure or AWS

We have made our selection of recruitment channels so no agencies, please.