Service Engineer & Service Administrator

Summary

OnviSource, an emerging and growing provider of intelligently automated solutions in workforce optimization, customer experience management, and process automation for contact centers and enterprises, is now offering an exciting Service Engineering for qualified candidates with high level of energy, intelligence and integrity seeking growth and progressive career opportunities in a dynamic and fast-paced environment.

Full-time Position / Office-based and Remote

Responsibilities

Full Compliance with Customer Service Priorities in the following order:

  1. Customer Communication

  2. Following OnviSource Processes

  3. Demonstration of Full Discipline

  4. Technical Resolutions Product 

 

Product Tests and Verification

  • Execution of Product Test and Verification Plans

 

Customer Product Deployment & Installation 

  • Installation of OnviSource Software and Hardware, both remotely or on-site 

  • Customer Training of OnviSource Products  

 

Customer Technical Support Services 

  • Provide professional, prompt and courteous Help Desk and Technical Support via phone, email or on customer’s premise

  • Optimize the support activities and first call resolution within the established key performance indicator (KPI) targets

  • Accurately document 100% of customer communications and service ticket tracking

  • Fully comply with Company’s internal processes and standard tools in providing technical support to customer

  • Assure customer satisfaction while protecting Company’s business and reputation. Maintain a high level of customer loyalty through excellent people skills and highly professional interactions. Skilled working cooperatively and effectively with customers; as well as with various organizations and personnel within OnviSource

  • Must be available to work certain nights, weekends and holidays as required by participating in Company’s rotating On Call schedule for  after-hours support scheduled on a weekly basis  

Service Administration

 

Use Company’s Salesforce.com standard reports, track all customer service tickets and programs, and assure the proper response and closure of service tickets and programs pursuant to Company’s standard processes​.

Qualifications

Must be highly skilled in:

  • Professional written and verbal communications

  • Time management skills with ability to prioritize and handle multiple tasks. 

  • Project Management Skills and experience

  • Problem-solving skills and great judgment in planning resolutions 

  • Performing the responsibilities in a fast paced and dynamic environment. 

  • In troubleshoot software applications, PC’s and servers, telephony, as well as general networking issues.

  • Highly ethical with a professional, positive and constructive attitude

  • Hard working, self-motivated, and results oriented, - demonstrating high level of energy, intelligence and teamwork

  • Strong communication skills, written and verbal, with both customers and internal organizations

  • Ability to learn and master complex technologies in a short period of time

  • Education – 4-year Engineering Degree or Minimum 2-Year Technical Degree in Computer Science, Telecommunications, Electrical Engineering or related subjects

Full Experience and Expertise in the following technical areas:

  • MS Office

  • Windows Server2012/2016/2019

  • Linux

  • Windows networking and server administration SQL, MYSQL DB considered a plus. 

  • Experience with Telephony based systems 

  • Experience with telephone interconnections, PBX and associated cabling. 

  • Knowledge of VoIP Endpoints and infrastructure a plus. 

  • Knowledge of Cisco, Avaya and Mitel Systems considered a plus. 

  • Minimum 2 years of college in a related field considered a plus. 

  • Previous Experience performing on-site computer installations and configurations is a plus. 

  • Additional technical certifications or training is considered a plus. (CCNA, MCSE, A+)