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Implementation & Support Engineer

Company: DuraPeople
Location: Chandler
Posted on: March 18, 2023

Job Description:

Description:DVSAnalytics is seeking a highly motivated Implementation & Support Engineer to deploy software installations and upgrades. The successful candidate will demonstrate the ability to carry out project implementation tasks, maintain documentation of the deployment and provide ongoing support and training as necessary. This position provides a wide variety of opportunities requiring the use of analytical tools, software, and technology to solve problems and document customer environments.Essential Duties and Responsibilities

  • Perform complete, accurate, and timely entry of information into Salesforce for all cases.
  • Implement, troubleshoot and support the DVSAnalytics software solutions in a wide array of configurations and customer environments.
  • Manage assigned implementation projects.
  • Answer incoming calls, responding to customer emails and resolving escalated problems.
  • Provide general product information, configuration support, collection of relevant technical problem identification information, and filter non-technical problems from technical problems.
  • Review manuals, release notes, and patch documentation for possible issue resolution.
  • Provide customer with status updates and ongoing communication.
  • Provide technical assistance to customers for all products sold by DVSAnalytics.
  • Participate in after hour on-call rotation.
  • Follow established escalation procedures.
  • Utilize secure remote access technologies such as VPN's and WebEx to diagnose and resolved customer issues.
  • Employ methodical problem resolution techniques to remotely diagnose hardware and operation system end applications using diagnostic utilities.
  • Meet service level agreements set by Manager or Director.
  • Occasional travel may be required.

    • Excellent troubleshooting and analytical skills
    • Excellent verbal and written communication skills
    • Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
    • Able to manage difficult and stressful customer situations.
    • Must possess attention to detail and a sense of urgency.
    • Capable of simultaneously managing several tasks
    • Windows Server OS knowledge.
    • Basic experience using database technologies e.g., Microsoft SQL, ODBC, etc.
    • Familiar with use of troubleshooting and diagnostic tools such as Wireshark beneficial, not required.
    • IP Telephony experience beneficial, not required.

      • Qualifications
      • 1-3 years of technical customer service experience
      • Experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, NEC or Mitel desired but not required.
      • Two-year technical degree or equivalent related work experience

Keywords: DuraPeople, Chandler , Implementation & Support Engineer, Engineering , Chandler, Arizona

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