Senior Customer Care Engineer

KeraunoCustomer Success 6-8 Years

Job Description

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.

Responsibilities:

-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