Role : Pre/Post Sales Engineer
Location: TULSA, Oklahoma (Remote during Covid)
Duration: 6 monts+
This role will be responsible for providing White Glove Services, demonstrating the highest level of technical support expertise to Verizon's internal user community on all collaboration solutions deployed. Conduct user training on those solutions and provide real-time Meeting and Event support to independently resolve complex problems. Ability to communicate and support all levels of the user community must be comfortable dealing with management and executive end-users and deliver positive customer experience.
Role & Responsibilities:
Work with internal users providing training and engineering level support.
Support medium to large meetings and events.
Help users set up events using established best practices.
Provide live support during events.
Moderate and or run events as needed.
Take full ownership of a task or issue without supervision, develop and maintain excellent relationships with our customers and partners, maintaining the highest level of customer satisfaction.
Respond to customers in a timely fashion and manage simultaneous customer cases or requests in a highly demanding environment.
Identify, track product issues, and drive resolution of complex issues.
Replicate the problem in a controlled test environment to isolate the root cause. Provide full detail documenting the problem including (when applicable), call logs, screenshots, network traces, etc.
Work closely with the engineering and support team to help resolve the product bugs and deliver solutions in a timely fashion
Proactively identify issues and take mitigation steps before they become noticed by the customer.
Provide clear, well-written correspondence to customers and leadership
Maintain a positive and helpful tone in all correspondences
Offer additional tips, best practices, and solutions, related to their service issue, whenever possible
Becomes an expert and focal point with all aspects of our collaboration services. Train customers and partners on the product applications
Maintains a state-of-the-art subject matter expertise on existing and planned technologies, including related products and services
Proactively shares knowledge with internal and external customers, by providing new and updated FAQ solution material
Requires BS in computer science or equivalent industry experience.
Strong understanding of VoIP, H.323, SIP, Firewalls/NAT traversal, and Gatekeepers.
3+ years of experience in customer support, sales engineering, or equivalent role with experience building and managing strong customer relationships.
In-depth knowledge of video conferencing products such as Cisco/Tandberg, Polycom, Lifesize, etc.
Extensive experience with Blue Jeans and WebEx.
Proficiency in TCP/IP and networking. Knowledge of IP Telephony, Web conferencing, switching/routing protocols is a plus.
Demonstrated problem-solving ability to assess customers network deployments, use appropriate tools to debug complex problems, and drive issues to resolution.
Strong communication skills, oral and written; able to engender trust and respect of peers and customers.
Sense of urgency. Escalates product issues when appropriate; maintains a sense of 'problem ownership' to drive all issues to a successful resolution.
Strives to turn around issues with an efficient and effective approach to the highest of customer satisfaction.
Capable of juggling a number of priorities and delivering results on time in a high pressure, dynamic environment.