New York, NY 10013
Our client is a leading global provider of conferencing and collaboration products is seeking a Customer Support Specialist for its Technical Assistance Center, located in Midtown Manhattan, NY.
This is a Engineer role requiring deep technical skills in conferencing and collaboration technology as well as comfortable communication with customers.
Respond to customer trouble reports
Coordinate and operate a trouble ticket system designed to identify customer service issues;
Provide remote diagnostics and take corrective action.
Track repeat problems and provide feedback (reports) to the Technical Service Manager and Product Manager.
Identify recurring problems that may require design changes and develop test plan to produce a resolution;
Troubleshooting protocols for all equipment and other vendors’ products.
Experience, Education and Skills Requirements
Bachelor's degree or equivalent experience in relevant IP networking, conferencing and collaboration technologies.
5-7+ years in a technical support environment for IT Vendor, Network Services Provider, VAR or Systems Integrator.
Cisco certifications (CCNA, CCDA, etc.) helpful
Microsoft Certified System Engineer (MCSE) helpful
This is a full-time, direct-hire role.
NOT a contract.
No relocations supported
No visa/ H1b sponsorship offered