Customer Support Engineer, Level 1

This position requires excellent customer management skills, development and technical skills, and expertise with helping customers with various Video Conferencing environments or SaaS solutions/products is a plus.

Successful candidates will have a high energy level, experience within consulting and/or product development organizations, and the ability to communicate clearly and effectively with both business and technical audiences (B2B)

Responsibilities:. Enthusiasm for serving customers(B2B) and eagerness to take ownership. Understanding Enghouse product Lifesize/Qumu/Vidyo and who to escalate to internally to get things done for your customers. Open trouble tickets and document action steps and resolutions

Assist in the rapid assessment of both the nature and severity of customers issues and initiate calls as needed. Assist in the collection of customer data and feedback. Qualifications:. 3+ years of experience with technical expertise with Video Conferencing or Unified Communications product is a must

Experience in hosted/cloud-based deployments & on-premise solutions preferred. Ability to work in a fast-paced office environment where multi-tasking. Technical education (Bachelor of Science in Computer Science, Computer Engineering, MIS) preferred. Ability to build strong bonds and relationships with both customers and Enghouse.

Keen ability to manage customer expectations and difficult customer situations. Expert follow through If we tell a customer well do something, then we must make it happen. Strong communication (verbal & written), presentation, organizational and interpersonal skills.

Self-motivated individual with a strong desire to learn new technologies. Strong customer service skills. Excellent problem-solving skills. Ability to properly track, document and communicate problems, resolutions, action items

Must work easily as a member of a team or independently as well as prioritize workflow based on urgency. Results-focused, team-oriented and a strong work ethic.