At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster.  That’s where you come in. We’re seeking a Product Support Engineer (Level 3) whose responsibilities will include taking Tier 2 ticket escalations, helping clients resolve more serious issues, logging/tracking/troubleshooting bugs, and working with vendors to ensure our software is up and running. 

What You Will Do

• Manage escalated tickets and ensure proper testing and troubleshooting was done at all levels
• Provide coaching to clients, customer success and engineering
• Provide coaching to Level 1 and Level 2 Technical Support Representatives.
• Help clients with more complex problems. 
• Help desk issues that may come up, help problem-solve bugs and use the system After Hours Support / Weekend Support as needed

Who You Are

• You have the ability to analyze complex data and develop innovative recommendations and solutions
• You have excellent planning, organizing, and project management skills
• You have excellent verbal, written and presentation skills
• You have strong customer, quality and results orientation
• You have the ability to interact effectively at all levels and across diverse cultures
• You have the ability to be an effective team member and manage various projects
• You have the ability to assist in facilitating progressive change
• You have the ability to coach and train colleagues effectively
• You are a self-starter and take initiative to do whatever it takes to achieve objectives

Qualifications

• Bachelor’s Degree (preferred) and 5 year(s) progressively responsible, related experience
• 5+ years of call center and technical support experience 
• 3+ years of VOIP experience (SaaS VOIP preferred)
• 5+ years of Hardware and Software troubleshooting experience
• 3+ years of SaaS troubleshooting experience in a Tier 2 capacity (console debugging, data analysis, root cause analysis, etc.)

Work Perks Worth the Hype

• Competitive compensation package 
• Medical, dental, and vision insurance 
• 401 (k) employer match program 
• Gym membership reimbursement 
• Fully stocked kitchen (vegetarian friendly) 
• Catered family lunches together (Every Friday)
• Weekly Happy Hours 
• Your birthday off