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Sr.Customer Care Engineer

Keywords / Skills : Sql, Oracle

6 - 10 years
Posted: 2019-04-24

Industry
IT/Computers - Software
Function
IT
Role
Other Software/Hardware/EDP
Posted On
24th Apr 2019
Job Description
• Gain and maintain knowledge of assigned customers' technical and business environment.

• Provide in-depth problem determination and verification, including (but not limited to) Root Cause Analysis reports. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.

• Provide expertise in troubleshooting of the application and platform and collaborate with peers to ensure issue resolutions within specified SLAs are met.

• Provide effective and consistent communication to management, peers and account team in support of customer.

• Ensure customers understand the contact center management concepts behind the software.

• Take ownership and drive effective closure to complex or escalated customer issues.

• Support, coach and mentor new hires.

• Possess an in-depth level of Aspect product knowledge within a specific area of technology focus to manage complex customer issues and escalations. Work on issues where analysis of situations or data requires an evaluation of variable factors. Internal and external contacts often pertain to company plans and objectives.


Key Skill(s)

About Company

About Aspect (Aspect - https://www.aspect.com/.):
Aspect is on the cutting edge of MS technologies and further down road than other companies, this Internal Infrastructure team is exploring new technologies very quickly in this global reaching position, which is touching every part and office within our business. Located ON SITE, this position is responsible for the design, installation and support of Windows and cloud-based services. This includes server, Azure Cloud, storage, SAN and tape environments integrated into our corporate data center as well as our remote facilities.
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