Bedford, MA, USA

Responsibilities:

• Provide 1st and 2nd level technical support for customer’s questions and issues regarding product installations, everyday use, and configuration
• Manage problem resolution from start to finish
• Write technical notes and knowledgebase entries
• Gather information for escalation of more complex issues

A strong focus on customer satisfaction and improving existing processes and programs a must.

Education / Skills and Experience Required:

• Top-notch communication, organization, and telephone technical support skills are essential
• The ability to work as part of a team with a total commitment to customer service/satisfaction and be able to solve problems independently and as a team player.
• The ability to make rapid technical assessments along with a proven track record of technical problem resolution.
• Candidate must be able to apply problem solving skills in difficult and pressure situations.
• One to three years of experience in a Technical Support role.
• Knowledge of basic PSTN telephony as used in an IVR environment is a must. (ISDN, PRI, T-1, analog)
• Strong MS-Windows (2003 Server and XP) skills.
• Candidate must have the ability to learn and understand customer’s IVR systems.
• An understanding of basic SQL database functions. (Queries, backup procedures, ODBC connections.)
• Candidate must be able to speak technically to engineering and non-technically to customers if and when necessary.
• Experience with Speech Recognition software (Nuance) is a plus.
• Visual Basic Programming skills a plus.

 

The right candidate should have an interest in, and an aptitude for, learning and communicating technical information.

We offer a competitive compensation package, including matched 401K plan, employee stock options, excellent benefits and much more. For more information, please visit our website at www.empirix.com.

If you are interested in applying, please send your resume and cover letter, including salary requirements in order to be considered, to careers@empirix.com. Please no phone calls or agencies. We will only be able to respond to those candidates in which we have an interest. EOE.

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