Senior Technical Support Engineer II

Provide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

ESSENTIAL FUNCTIONS

• Gain and maintain knowledge of assigned customers' technical and business environment, including key customer contacts.
• Provide in-depth problem determination and verification, including (but not limited to) complex Root Cause Analysis reports. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary. Construct and document clear and concise Technical Plans of Action for customers and front-line support.
• Provide effective and consistent communication to management, peers, and account team in support of customer. Articulate the technical operations and functioning characteristics of assigned products.
• 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.

SPECIALIZED KNOWLEDGE & SKILLS

• Demonstrated competency in supporting main Aspect products and strategy.
• Demonstrated competency related to PCs, Networks, OS platforms, databases, telephony, software applications, third party trouble identification, and ACDs.
• Demonstrated ability to learn complex software tools quickly and explain those concepts to others (peers and customers).
• Excellent customer service and teamwork skills. Excellent written and verbal communication skills. Professional demeanor to maintain and enhance customer relationships.
• Ability to use professional concepts in accordance with company objectives to solve complex problems in creative and effective ways. Deliver assignments without considerable direction.
• Ability to develop resolutions to complex problems where analyses of situations or data require an in-depth evaluation of various factors and the frequent use of creativity. Ability to exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results.

EDUCATION AND EXPERIENCE

• 5-8 years relevant work experience supporting customers in a technical environment preferred OR commensurate college-level coursework, or a combination of both. Specialist knowledge and experience in supporting one Aspect product and at least one other product family.
• Some travel, after-hours, or on-call work may be required.
• Shift flexibility including weekends.
• Technical Certifications and second or third languages a plus but not required

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.