2 x Level 2 Support Specialists – Unified Communications Products

  • Company:
    NPAworldwide Recruitment Network
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    5 hours ago
  • Category:

Why a Great Opportunity Based in Sydney CBD, you will be working for a US vendor that is a global leading provider of technology-driven communication services, serving Fortune 1000 companies and other corporate clients from a variety of industries that includes telecommunications, retail, financial services, public safety, technology and healthcare.    This business leads the way in hosted and cloud-based digital media solutions. They focus on four complementary components of the  Unified Communications  spectrum: Conferencing & Collaboration, Managed Voice, Network Services and Digital Communication Services.    Our client are looking for 2 Level 2 Support Specialists.  You will be responsible for providing 2nd level troubleshooting for clients, investigating & resolving escalated technical queries & issues as well as developing advanced best practice guidance around various unified communications products. You will assist external clients and internal stakeholders with their queries and issues. Job Description    The role:     Respond to escalation requests from Tier 1 support staff, internal teams channel partners and external clients Lead client & partner calls to review product-related best practices, general Q&A and post-issue reviews Create internal Incident Response write-ups on behalf of clients & partners, to ensure proper issue tracking Work closely with Senior support staff for advanced guidance, escalating to development and quality teams as needed Collaborate with teammates and quality teams on complex requests to provide the best possible workflow options Verify and log technical bug issues Test product enhancements and bugs pre and post product release Fix product configuration issues Create product-based workarounds, adhering to and communicating best practice guidelines Create & review knowledge base documentation created by Enterprise/Tier 1 technical specialists Conduct webcasts as needed for clients & partners Report and communicate client issues to senior technical specialists, ensuring future clients are trained accurately Work on client integration projects and custom requests, acting as a liaison for internal teams Spot-check high profile and/or high-volume transactions to ensure they are set up properly   Qualifications To be successful in this role, you will have the following essential criteria:     A Graduate with a Bachelor’s Degree in IT and/or Business At least 2 years’ experience in a Level 2 IT Services, Escalations/Support or Solutions role working with clients & channel partners At least 2 years’ experience in supporting Webcasting, Online/Virtual Events or Video Service products  The ability to work well under pressure and able to focus on resolving complex IT problems You will have a curious personality with lots of initiative that enjoys knowledge sharing and learning about UC products & business process improvement The ability to investigate detailed technical issues while focusing on client service & satisfaction First class communication skills both verbal and written Skilled in using browser developer tools for troubleshooting Knowledgeable in HTML/CSS/Dreamweaver The ability to write technical documentation targeting non-technical audiences