Junior Service Engineer at Ocular Technologies

GENERAL SCOPE & SUMMARY

• Provide remote technical and application problem resolution and escalation assistance related to Aspect products.
• Diagnose, troubleshoot, repair and debug complex computer systems and software.
• Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

PRIMARY ROLE & RESPONSIBILITIES

• Gain and maintain knowledge of assigned customers' technical and business environment.
• Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.
• Provide effective and consistent communication to management, peers and account team in support of customer.
• Take ownership for front line service and support to internal and external customers.
• Provide work support and guidance to less senior Customer Support Engineers.
• Working knowledge of main Aspect products and strategy.

SPECIALIZED KNOWLEDGE & SKILLS

• Understanding of PCs, Networks, OS platforms, databases, telephony, software applications, and ACDs.
• Demonstrated ability to learn complex software tools quickly.
• Strong customer service and teamwork skills. Professional demeanor to maintain and - enhance customer relationships.
• Ability to use professional concepts and company policies and procedures to solve a variety of problems and contribute to the fulfillment of projects and organizational objectives.
• Ability to provide solutions to problems of moderate scope where analysis of situation or data requires a review of identifiable factors.

JOB REQUIREMENTS

• Minimum 2 years relevant work experience supporting customers in a technical environment preferred OR commensurate college-level coursework, or a combination of both.
• Technical Certifications and second or third languages a plus but not required.
• Some travel, after-hours, or on-call work may be required.
• Shift flexibility including weekends.
• Ability to pass a background check may also be required.