Product Support Engineer

Details: Telecommute:   Experience:  4 - 6 years Degree:  BA/BS Compensation:   Title: Product Support Engineer Location: Roswell, GAType: Direct Hire# Pos: 1 Position SummaryCCCi’s client has an immediate, direct hire opportunity for a Product / Application Support Engineer in Roswell, GA. This role is responsible for analyzing and evaluating technical problems and/or functionality questions and determining the best course of action to resolve the problem or inquiry. These issues can be application-specific, and/or related to integrations internal to the product, or with other external applications and data sources. Key Responsibilities• Function as primary customer contact for all incoming calls and assigned customer cases by providing telephone, web, and email based technical support for products within our client’s Product Suite (telecom industry software).• Ensure the highest level of communication with the customer and meeting our contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, creative, and timely solutions in a professional manner while demonstrating the highest level of customer service.• The Product Support Engineer communicates in both a verbal and written format directly with our client’s customer contacts and will facilitate communications with other members of the our client’s organization (sales, services, and product house, etc) as is necessary in the course of problem resolution.• Technical guidance may be provided by a Senior Product Support Engineer and/or Technical Lead. May collaborate with, or provide guidance to, other members of the team.• This role works under the general supervision of a Manager and/or Team Leader. Basic Requirements• 4 years of customer contact center or service experience that supports implementation, and troubleshooting of software applications and related technology infrastructure, or equivalent.• Strong communication skills written and verbal – ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions.• Knowledge of: • Operating systems• Desktop domains (active directory)• Security• Windows Domain experience• Exchange Server experience• Telecom experience• Knowledge of PBX• VoIP experience• Telephony Call Manager Experience (Such as Cisco Call Manager)• Domain permissions• Experience in documenting customer issues and solutions and effective verbal and written customer and internal communications.• Experience in effectively dealing with customer service issues & handling customer conflict.• Highly motivated and hands on personality who also enjoys a technical challenge.• Can focus on and achieve productivity targets with minimal oversight.• Time Management & Organization Skills.• Good Decision Making & Critical Thinking.• Willingness to demonstrate scheduling flexibility in the interest of customer satisfaction; may be required to participate in on-call rotations consistent with our published on call policy.• May need to accommodate occasional travel. Preferred Requirements• Bachelor’s degree in an information technology discipline or related field.• Familiarity with use of troubleshooting and diagnostic tools such as:• Wireshark• NetMon• PerfMon• WinDBG• Prior experience with the installation, support, usage, or administration of telecom related software preferred.• Understanding of networking and protocols (TCP/IP, SMTP, etc) preferred.• Demonstrated experience working with databases (SQL preferred) – Can interpret schemas, and/or author queries and stored procedures• Familiarity with Contact Center operations and technology software and tools preferred• Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols preferred• Knowledge of contact center operations preferred• Experience in technical writing and documentation Other• Local Candidates Only• Must be eligible to work in the U.S. without sponsorship • Any offer of employment is contingent on the -successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations.

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I/S Analyst - Refinery Application Support*

Details: About Valero Valero is a Fortune 500 company based in San Antonio, and is North America’s largest independent petroleum refiner and marketer. Valero supplies fuel and products that improve people’s lives with 14 refineries and ten ethanol plants stretching from California to Canada to the Caribbean. Well-positioned pipelines and terminals allow Valero to deliver premium-quality clean fuels more quickly, responsibly and efficiently than any other refiner on the continent. Our diversified product slate supports dozens of industries, from health care and plastics to transportation, beauty products and manufacturing. Valero offers competitive pay and rewards as well as a large selection of computer-based and classroom training and development opportunities. It’s not just the excellent benefits package, or the opportunities for personal growth--it’s also the caring and committed culture of the organization that makes everyone feel like they’re truly part of a team. Position Summary This position will support Valero’s business objectives to achieve effective computer-based business solutions to meet Corporate objectives and priorities by providing design, implementing and maintenance of new systems and modification/maintenance to existing applications. Major Accountabilities: Serves as IT point of contact for Refinery application support and enhancement requests. Performs complex software/hardware troubleshooting, installs, patches and updates in accordance with established SLAs Identifies system issues, troubleshoots, and resolves software functionality flaws and performs technical adjustments and enhancements to Refinery systems Responsible for maintenance of system documentation and Operations manuals Defines, develops end customer procedures and training documentation and encourages new system adoption and or use of additional application functionality May be responsible for business process analysis, data requirement definition, and formulation of computer-based solutions to business problems; development and implementation of appropriate computer-based solutions Designs, codes, tests, debugs, documents and maintains Refinery applications. Competent to work on most phases of application systems analysis, programming, and maintenance activities Occasional travel to refinery locations required

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Technical Support Engineer

Details: T-Mobile USA is a national provider of wireless voice, messaging, and data services capable of reaching over 268 million Americans where they live, work, and play.  In a world full of busy and fragmented lives, we at T-Mobile USA, Inc. have the idea that wireless communications can help.  The value of our plans, the breadth of our coverage, the reliability of our network, and the quality of our service are meant to do one thing; help you stick together with the people who make your life come alive.  That's why we're here.Position duties and responsibilities:Maintain solid working knowledge and functionality of existing platforms and applications.Maintain current knowledge of existing technology trends and enhancements.Safely deploy code using the required methodology supplied and required by T-Mobile's Change Board team.Adhere to effective ITIL methodology and controls for operational support of Unified Communications systems and applications.Determine and assist in communication of root cause of all reported outages/defects.Partner with Call Center Technologies Design and Configuration teams to transition new systems and applications into production.Ensure that system maintenance is completed appropriately and within the required time frame.Detect and resolve issues across multiple platforms in the Call Center Technologies Unified Communication environments.Provide technical support for all Avaya, Cisco and other applications.Trains team members in cross-functional areas of expertise and creates training materials for peers and cross-functional teams.Assists in development of short interval schedules /SIS plans.Familiar with troubleshooting Avaya Communication Manager in an EPN environmentAbility to communicate technical issues to non-technical individualsUnderstanding of voice circuits and ability to troubleshootAbility to support multiple requests and be able to prioritize time to complete all requestsTracks/updates ticket through Remedy trouble ticket solutionWork with vendors including Service Partners call center support to resolve network outagesSupport call routing to 17 call centers across multiple Communication Manager SystemsRespond to real time monitoring and alarmingParticipate in an on-call rotation supporting all applications within the CCT Operations environmentOpen and follow through with tickets to additional support teamsCommunicate impact and resolution of issues to customers and upper management

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Technical Support Engineer

Details: YOU BELIEVE IN MAKING A GOOD LIVING...AND MAKING A DIFFERENCE.WE CAN RELATE.TECHNICAL SUPPORT ENGINEER-TIER II TECHNICAL SUPPORTYou're not just in it for a paycheck. You believe in being rewardedfor a job well done, but you know there are more important thingstoo - like the people your efforts impact and the difference youmake every day. We couldn't agree more.In this position you will:- Fix software/hardware issues for NFS & CIFS• Resolve customer problems by telephone(call center environment), e-mail, online chat or auto-supportWe are Convergys, the world leader in customer management.We're specialists in making our clients' interactions smarter andmore profitable. Basically, we make people happy they've talked tous. If that's an idea you can relate to, we think it's time we talked. Check out our current jobs or apply online at:WWW.CONVERGYS.COM/CAREERS and select Wichita, KS. LIKEUS. FOLLOWUS.WATCHUS. CONVERGYS Source - Wichita Eagle

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