As a Senior Customer Care Engineer, your primary responsibility will be to provide world-class customer care to our channel partners who implement the Kerauno Workflow and UCaaS platform. This means Tier 3 and above technical troubleshooting and problem solving, root cause analysis and solution recommendation in a telecom environment.
The ideal candidate will have a background in VoIP and telephony engineering, and experience with the Asterisk call processing platform.
This is a RARE opportunity for a superior candidate to add their experiences and expertise to an exceptional team of developers and engineers supporting a mature application platform, but in a new organization that is well funded and poised for explosive growth. You must be passionate about technology and driven by empathy for the customer’s needs.
-Provide Tier 3 support to our channel partners who implement the Kerauno Workflow and UCaaS platform on behalf of their end customers.
-Troubleshoot network and software issues as they relate to the Kerauno platform for call quality, device compatibility, best practice configuration, and more.
-Actively participate in meetings related to customer issue investigation and resolution with both internal and external stakeholders.
-Communicate directly with customer and partner stakeholders at all levels, from system administrators to business users and company executives, regarding issue investigation and resolution activities.
-Represent Kerauno’s ‘people first’ approach to addressing customer needs with empathy and urgency.
-Manage customer cases according to the Kerauno support framework and related SLAs.
-Exercise sound judgement in prioritization of support issues to promote timely and effective resolutions.
Exercise discipline for thorough documentation of issues and resolutions for submission to the Knowledgebase Administrator.
-Interface with Product Developers to identify, define and resolve product issues according to the product release and maintenance cycle.
-Participate in product testing as a subject matter expert representing the experience of the customer.
-Actively participate in process improvement initiatives for the technical support function.Posted On
August 8, 2019