CallMiner
  • Services
  • Fort Myers, FL, USA
  • Full Time

CallMiner empowers organizations of any size to extract and act on intelligence from customer interactions and feedback, including live and recorded calls, chat, email, social platforms and surveys, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018.

At CallMiner, we hire great people and challenge them every day. CallMiner team members are passionate about delivering innovative technology solutions and industry-leading customer success. Core to our culture is the power of feedback which we leverage to improve our own organization every day in every way. To hear more about what it's like to work at CallMiner, watch our video at Careers.CallMiner.com

 

Summary:

We are offering an opportunity to be part of CallMiner's unique technical support team to help customers get the most from their state-of-the-art SaaS solutions.

  • The Software Support Engineer will resolve customer software issues, share knowledge with colleagues to help improve our service levels as well as deliver exceptional customer service.
  • They have full responsibility for managing technical support cases for our customers, engage in information gathering and sharing, perform analytical troubleshooting and problem research as they collaborate with other engineers as necessary.

 

Responsibilities:

  • Provide answers to clients by identifying problems researching answers and guiding client through corrective steps
  • Improve references by writing and maintaining documentation
  • Follow up and make scheduled callbacks to customers where necessary
  • Follow and promote best practices
  • Provide technical expertise and ownership of solutions
  • Redirect problems to appropriate resource
  • Communicate continually with the client and project teams
  • Efficiently and methodically troubleshoot technical issues
  • Execute and document system validation protocols such as installation and operational qualifications
  • Maintain client confidence and protect operations by keeping information confidential
  • Provide technical support for CallMiner's Eureka product family
  • Investigate, troubleshoot, understand and debug CallMiner's software
  • Work with different server technologies to find timely and creative solutions to customer questions and requests
  • Collaborate with our development and platform teams to help host and improve CallMiner applications
  • Manage customer cases within the service level agreement boundaries
  • Write best practices and solutions for our knowledge base
  • Provide support status to the support manager and team

 

Required Qualifications:

  • Associates or Bachelor's Degree in Computer Science, Computer Information systems, Network Administration or similar
  • Experience troubleshooting enterprise level .NET applications is essential
  • Strong technical and analytic skills
  • Strong written and oral communication skills
  • Strong interpersonal and customer care skills
  • Experience scripting in Batch, Powershell, or any other command line is essential.
  • Microsoft SQL Server 2008, 2012, 2016 basic administration and usage, including queries, stored procedures, and SQL jobs
  • Windows Server 2008, 2012, and 2016 OS installation, customization, configuration and troubleshooting
  • Knowledge of networking, including gateways, firewalls, and routers, and how to troubleshoot connectivity problems
  • Knowledge of PC architecture including specification, installation, configuration, and support of both x86-based and x64-based hardware
  • Internet Information Services configuration and troubleshooting
  • Ability to work successfully in a highly distributed team, including our team overseas

 

Preferred Qualifications:

  • Understanding of Windows domain security and authentication
  • Experience with Telco, VOIP, and recording systems a plus
  • Experience with MongoDB and Kerberos Delegation a plus
  • JIRA/Confluence experience a plus
  • RabbitMQ experience a plus
  • Experience working as a Support Engineer
  • 2+ years of relevant industry experience, software/hardware support companies preferred
CallMiner
  • Apply Now

    with our quick 3 minute Application!

  • * Fields Are Required

    What is your full name?

    How can we contact you?

  • Sign Up For Job Alerts!

  • Share This Page
  • Facebook Twitter LinkedIn Email
.
Eureka MyEureka EurekaLive Eureka Xchange CallMiner Partners Become A Partner Partner Opportunity Blog Case Studies News & Press Videos Webinars White Papers Contact ROI Calculator Business Process Outsourcing Collections Communications Energy and Utilities Finance & Banking Healthcare Higher Education Insurance Performance Marketing Retail/Etail Technology Travel & Hospitality Performance Management Customer Experience Contact Center Efficiency Sales Effectiveness Risk and Compliance CallMiner RPM Automated Categorization Automated Scoring Flexible Analysis Multi-Channel Analytics Robust Data Capture Scalability & Performance Sensitive Data Redation Sentiment Analysis Overview Leadership News & Press Events Calendar Investors & Board Security Services Home News & Blogs Product Space Activity Feed Discussions Webinars & Events Community Help Careers in Engagement Analytics GooglePlus YouTube Linkedin Facebook Twitter Feed
logo Home About Us Job Openings Benefits Locations Culture CallMiner.com