Technical Support Engineer
4 weeks ago
Overview We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Engineer. As a vital member of our team, you will be responsible for promptly addressing customer issues and providing support while playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional communication skills, a strong technical background, and a passion for delivering outstanding customer experiences. Responsibilities Provide support for all technical queries from customers related to Toku’s multi-product platform via email and other asynchronous channels. Diagnose and resolve technical issues related to call routing, IVR flows, integrations (CRM, ticketing systems), APIs, and platform configurations. Collaborate with cross-functional teams, such as Product Development, Engineering, and Sales, to ensure effective issue resolution and timely customer feedback. Identify recurring issues and propose solutions or escalate them to prevent or minimize future occurrences. Help develop, document, and continuously improve support processes, ensuring efficiency, consistency, and scalability. Assist in training new team members on support protocols, product knowledge, and troubleshooting techniques. Proactively gather customer feedback and insights to improve our products, services, and overall technical support experience. Maintain detailed records of customer interactions, inquiries, complaints, and resolutions using our CRM system. Collaborate with the product development team to relay customer feedback and contribute to the improvement of our products based on user needs. Proactively stay well-informed with the different product releases, project timelines, and company/team updates to ensure the accuracy and relevance of information shared with customers or team members. Qualifications Strong understanding of VoIP, SIP, WebRTC, and cloud telephony concepts. Experience with contact center platforms (e.g., Genesys Cloud, Five9, Talkdesk, NICE CXone, Amazon Connect). Familiarity with APIs, scripting (Python, JavaScript, CURL commands), and cloud infrastructure (AWS – Debugging & troubleshooting using CloudWatch). The capability to evaluate and focus on in-depth problem analysis of Toku’s products and their integration into enterprise-wide mixed environments, as well as replicate and detail for referral to Senior Support where required Familiarity with features, troubleshooting techniques, and administration tasks on Microsoft Windows is good to have. Working experience with the following: Help Center/knowledge bases, Microsoft Teams is an advantage. At least 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment. Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and understandable manner. Detail-oriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously. Familiarity with CRM software and support ticketing systems (Atlassian – Jira) Ability to work independently and collaboratively within a team, demonstrating a proactive and self-motivated attitude. Ability to work shifting schedules #J-18808-Ljbffr
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