Customer Support Engineer II

Date:  Nov 15, 2019
Location: 

Richmond Hill, ON, CA

Business Unit:  Engagement Solutions (BG_ESC)

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Short Description

The Technical Support Specialist is responsible for providing a comprehensive package of Value Added Service and ongoing technical and application support to the Avaya Cloud customers and network of distributors. This individual will act as the centralized link between customers, distributors, sales representatives, QC and the Avaya Cloud product line.

 

RESPONSIBILITIES/KEY COMPETENCIES:

  • Provide technical consultation to customers, distributors, field sales and internal personnel regarding product specifications, techniques and available substitutions pertaining to Avaya Cloud products.
  • Ensure resolution of questions or problems, providing on-site customer visits, telephone follow-up and written documentation as required
  • Provide technical product training for customers, customer care and sales specialists. This includes on-site customer training, and web based training.
  • Maintain and update competitive/Technical Information Files and reference manuals as required
  • Follow-up with appropriate QC and R & D departments to ensure complaint resolution as required
  • Document and communicate completed follow-up information to the customer to ensure complete customer satisfaction.
  • Beta test all new Avaya Cloud products.

Required Skills

  • Excellent written and oral communication skills
  • Knowledge of SIP Protocol
  • HTML knowledge
  • Javascript knowledge
  • Python or PHP experience
  • Must be well organized with attention to detail
  • Ability to work independently and conscientiously to make high quality decisions
  • UC or PBX knowledge is an asset
  • Entry level candidates will be considered

Experience

3 - 6 Years of Experience

Education

Bachelor degree or equivalent experience in Computer Science or Electrical Engineering

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.