Tech Support Engineer

Video Conferencing Company
Oslo, Norway

Description

Our client is a high load video conferencing platform. Recently they've reached a million minutes of video conferencing going through its platform every hour. That's video and audio being decoded, mixed and encoded in real-time on more than 4,000 virtual machines all around the world.
Currently we are looking for a Tech Support Engineer who will help with customer service support. Location: Oslo, Norway.  

Role and Responsibilities 
Some of the responsibilities for the position include: 
  • Works with customers to troubleshoot reported problems, identify root cause, and resolve the issue 
  • Able to triage technical situations effectively and efficiently 
  • Capable of evaluating multiple different resolution paths and evaluating best possible outcomes independently and with customer service owners 
  • Able to communicate highly technical issues to non-technical people to explain why issues are occurring and what can be done to improve the situation 
  • Able to effectively prioritize cases based on urgency, impact, and customer need 
  • Conduct and maintain competitive research and knowledge around the Unified Communications and Collaboration market 
  • Identify and recommend possible optimization tasks to customers 
  • Communicate and work closely with the sales team related to ongoing events with customer situations 

Requirements

Must have skills:
  • Proven track record in technical support and have sound knowledge of technology 
  • Knowledge of networking and ability to solve network problems (TCP/IP, network monitoring, quality, etc)
  • Display extremely strong analytical, verbal, and written communication skills 
  • Strong presentation skills
Good to have skills:
  • Knowledge of SIP/H323, good technical understanding of Microsoft, Google, Cisco, Avaya, Polycom, Zoom, Bluejeans, and other related partners/competitors in the visual collaboration landscape