Imagine Communications

  • Support Engineer

    Job Locations US-CO-Denver
    Posted Date 1 week ago(5/17/2018 10:04 AM)
    Requisition ID
    05182194
  • Company Overview

    Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.  Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

    Specific duties include but are not limited to

    Support Engineers provide Tier I technical support to existing customers of Imagine Communications. Using their technical ability and knowledge, customer issues are resolved or escalated for additional technical assistance. Support Engineers work a rotational 12-hour schedule and are sometimes required to follow individual customer technical “cases” for extended periods of time (up to several hours for complicated cases), through to completion.

     

    Key Responsibilities:

    • Receive incoming queries from clients via telephone and web-portal.
    • Ensure that new cases are properly documented in the case management system and activities related to existing cases are notated in an accurate and timely fashion.
    • Resolve client and user problems by effectively gathering and analyzing data. Sometimes provide training or instruction to clients.
    • Manage aged case backlog and properly report status and work toward resolution.
    • Document troubleshooting steps, including step-by-step recreation, capturing traces and screenshots and user shadow sessions in Salesforce as needed.
    • Provide regular updates to clients on faults and other requests and respond to them in accordance with the terms of their contractual Service Level Agreements with more than 85% individual compliance.
    • Clearly escalate issues to the appropriate functional group and, if necessary, to leadership.
    • Use internal knowledge base to assist with troubleshooting and modify existing articles or write new knowledge articles as required.

    Qualifications

    Key Requirements:

    • Bachelor’s degree or equivalent experience coupled with 1 – 3 year’s experience with client-facing technical support
    • Prior experience with using databases to record information. Preference for experience with case management systems and knowledge-bases.
    • Strong data gathering skills and attention to detail.
    • Demonstrated ability to follow logical problem-solving steps in technical environment - - preference for experience with software product support.
    • Excellent written and verbal communication skills
    • Proficiency using MS office products
    • Extra credit if you can bring experience with:
      • MS SQL databases and writing SQL queries
      • Novar, Eclipse and OSI applications
    • Must be willing to work 12-hour shifts from 6am – 6pm on a rotational basis plus working high-profile or critical customer issues through to completion per customer SLA’s.

     Imagine Communications offers an engaging team-oriented culture and a competitive compensation/benefits package.

     Imagine Communications is an equal opportunity employer: M/F/D/V

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