We're on a mission to transform global workplace communication, and we need your help. How do you prefer to collaborate with your colleagues? By phone, video, instant message, or even text? Fuze is making it easy for businesses to embrace the modern, mobile workforce. We offer a single cloud-based platform that includes these technologies and more for simple, smart communication that works.

The Technical Support Engineer role is a combination of customer service and technical ability. This role is a customer facing role, via phone and email, with a strong emphasis on accurate, comprehensive communication. This role is dedicated to addressing customer product issues and change requests while providing an enjoyable experience. The candidate for this role will drive customer satisfaction with a combination of product knowledge and customer engagement.

Responsibilities:

• Work directly with customers through phone, email, and case management system to resolve problems and fulfill requests
• Have a calm, patient attitude to listen to problems and perform research while driving a reported issue towards resolution
• Take ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action
• Manage multiple issues in parallel, taking responsibility for meeting SLAs and updating customers
• Troubleshoot, replicate, and investigate application (Windows/OS X, iOS/Android), network, handset, and end-user issues
• Document and escalate more complex issues to higher level technical teams
• Maintain knowledge on related industry protocols (SIP, HTTP/HTTPS, SSH, TELNET, UDP/TCP)
• Acquire and maintain expertise on the Fuze platform
• Actively contribute to our customer facing knowledge base with procedural instructions enabling customer self-service
• Take part in an on-call rotation to address high customer impact issues during off-hours
• Monitor multiple channels of input (email, chat, phone) to enable effective internal collaboration with colleagues

Qualifications - Required:

• University Degree required: either BS or BA in a technical related field
• Familiarity with command line
• 3-5 years Customer Service related experience
• Ability to effectively prioritize and manage an evolving workload
• Ability to communicate verbally and in writing with customers in a professional and friendly manner
• Good organizational & analytical skills, ability to plan and track tasks to satisfy agreed upon timelines
• Strong verbal communication skills and fluency in English

Qualifications - Preferred:

• Proficient with Linux/Unix
• Fluency in languages other than English

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