Technical Support Engineer L2 (Cloud Contact Centre SaaS)

Summary about this job

Detail information about job Technical Support Engineer L2 (Cloud Contact Centre SaaS). Terms and conditions vacancy

About the business and the role

Based in North Sydney, ipSCAPE is the Australian leader in cloud contact centre technology, empowering thousands of contact centre agents, supervisors and managers across Australia, Asia and Europe. Our SaaS helps our clients and partners deliver an outstanding multi-channel customer experience, and improve the way their business connects with the world.

Job tasks and responsibilities

We are looking for dynamic and innovative people join our team. As a Technical Support Engineer, you will have a direct impact on the customer experience – we need someone passionate about technical excellence and customer service!

Your key responsibilities will be: 

• Master the ipSCAPE product
• Investigate technical issue with the ipSCAPE platform
• Managing the platform performance of ipSCAPE
• Managing internal and external communication regarding issue throughout the issue life cycle
• Technical Account Management to ensure customer satisfaction
• Reporting tasks to support the Finance department in the billing process
• Professional Services, e.g. Building custom reports

Skills and experience

Technical skills 

• Solid SQL knowledge
• VoIP and/or networking experience
• Strong Linux skills
• PHP/ scripting skills desired
• Ability to prioritise workload wisely
• Contact Centre experience (would be great!)
• Asterisk experience

Soft skills

• 100% customer focused
• Excellent communication skills on any level of business
• Team player
• Result driven
• Knowledge of ticketing systems and SLAs
• Orchestrate multiple tasks at the same time
• Analytical mindset and the ability to translate technical requirements to non-technical end users
• Ability to prioritise work and tasks under pressure
• Ability to influence stakeholders to ensure the most desirable outcome for the customers