Customer Support Field Service Engineer

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GENERAL SCOPE & SUMMARY

Provide onsite and remote service delivery of Aspect Software’s hardware and software products in conjunction with the phone support teams. This includes, but is not limited to, client base within an assigned geographical area. Primary responsibilities include problem troubleshooting and resolution, configuration of system hardware and software components, network integration, and system upgrades and updates. Serve as key member of global support team by assisting remote support teams in onsite diagnostic troubleshooting and root cause identification at customer locations, performing remote support role as necessary by contributing to live support call answering, and ensuring site compliance with the most current software/hardware releases and updates for assigned customers.

PRIMARY ROLE & RESPONSIBILITIES

• Gain and maintain knowledge of assigned customers' technical and business environment, including key customer contacts.
• Provide in-depth problem determination and verification, including (but not limited to) complex Root Cause Analysis reports.  Troubleshoot and resolve issues utilizing all available tools, resources, and documentation.  Engage additional resources when necessary.  Construct and document clear and concise Technical Plans of Action for customers and front line support.
• Provide effective and consistent communication to management, peers and account team in support of customer.  Articulate the technical operations and functioning characteristics of assigned products.
• Take ownership and drive effective closure to complex or escalated customer issues.
• Support, coach and mentor new hires.
• Possess an in-depth level of Aspect product knowledge within a specific area of technology focus to manage complex customer issues and escalations. Work on issues where analysis of situations or data requires an evaluation of variable factors.  Internal and external contacts often pertain to company plans and objectives.

SPECIALIZED KNOWLEDGE & SKILLS

• Demonstrated competency in supporting main Aspect products and strategy.
• Demonstrated competency related to PCs, Networks, OS platforms, databases, telephony, software applications, third party trouble identification, and ACDs.
• Demonstrated ability to learn complex software tools quickly and explain those concepts to others (peers and customers).
• Excellent customer service and teamwork skills.  Excellent written and verbal communication skills.  Professional demeanor to maintain and enhance customer relationships.
• Ability to use professional concepts in accordance with company objectives to solve complex problems in creative and effective ways.  Deliver assignments without considerable direction.
• Ability to develop resolutions to complex problems where analyses of situations or data require an in-depth evaluation of various factors and the frequent use of creativity.  Ability to exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.

JOB REQUIREMENTS

• 5-8 years relevant work experience supporting customers in a technical environment preferred OR commensurate college-level coursework, or a combination of both.  Specialist knowledge and experience in supporting one Aspect product and at least one other product family.
• Some travel, after-hours, or on-call work may be required.
• Shift flexibility including weekends.