Jobs - Support Engineer - Level 1

Position Overview

Callfinity is looking for a brilliant and creative support engineer to fill an important position in our Rochester, NY office.

The Level 1 Support Engineer addresses issues and requests from customers regarding the use of any Callfinity products, and these customer requests can be made via any medium (phone, email, chat, word-of-mouth, fax, etc.). This job is very technical in nature, and involves problem solving skills that often depend upon expert use of various Linux operating systems. This position requires full coverage in a 24/7 environment, which therefore includes first, second and third shifts, plus weekend coverage.

This is a full time or possibly part time, exempt position reporting to the Manager of Support Engineering.

Job Functions

Respond to, track, and resolve customer issues regarding the use of any Callfinity products via ticket tracking.
Escalate appropriately to Level 2 Support Engineer for assistance with resolving customer issues/requests.
Document best practices and share via knowledge-base and team meetings etc.
Identify items that may impact network/product infrastructure and refer accordingly for resolution.
Take necessary steps to safeguard company equipment and infrastructure.
Offer products as business solutions to customers.
Log and submit the appropriate bugs and enhancements.
Educate customers on the correct use of all Callfinity products.
Participate on various internal cross-functional teams.
Become the Voice of the Customer to help the product development team understand what will make our products better.
Lead or participate in special projects.
Minimal travel to customer locations, as needed.

Work Experience

1 year equivalent work experience.

Better yet

More than 1 year equivalent work experience.
Direct experience with ACD, PBX, Call Recording or Conference Calling platforms.

Skills and Abilities

Must have

Strong knowledge of SQL database/SIP protocol.
Fundamental understanding of Ethernet protocols.
Strong troubleshooting techniques for both code and non-code related issues.
Ability to investigate issues including log analysis, database queries, and site-specific infrastructure changes.
Proficient with using personal productivity tools (email, MS Office, internet, etc.).
Experience supporting telecommunications systems.
Linux command-line experience.
Proven ability to learn new technologies quickly.
Strong ability to multi task.
Excellent customer service skills.
Excellent communications skills (verbal and written).
Consistently demonstrates strong customer advocacy behaviors.
Ability to quickly assess a customer’s technical skill level and provide the appropriate level of support.
Able to work effectively on a team.
Able to work well independently.
Demonstrates a proactive mindset.
Demonstrates the ability to take ownership.

Great talent would also have

Ability to communicate effectively with Senior Executives.

Education

Required learning
Bachelors in Computer Science or equivalent field plus 1 year work experience OR 4 years equivalent work experience.

Extra credit
Master’s in Computer Science or equivalent field.

About Callfinity

Callfinity is a small, fun, dynamic company based in the High Falls District of Rochester, NY. We’re always looking for great talent because we’re growing rapidly (over 60% per year). As a member of our team, you will be an important part of creating the VoIP telephony infrastructure that powers some of the world’s largest companies.

Callfinity provides an innovative suite of easy to use web-based applications to contact centers, service providers, and enterprises. Our solutions are available both as licensed products and as hosted services. Callfinity's products and services are currently deployed at more than 300 telecommunications, media, financial services, healthcare, and public sector customers around the world. Our customers include British Telecom Conferencing, Warner Brothers Records, Fairfax County Public Schools, Urban Outfitters, Sutherland Global Services, Harris Corporation, and many others.

If you’re looking for a challenging, hands-on job, and if you can learn new technologies quickly, please apply today by emailing jobs@callfinity.com or by calling (877) 897-2962 x 8101. For more information about Callfinity, please visit Callfinity’s Web site, www.callfinity.com.