Installation Engineer
Please submit resumes to jobs@touchstar.com with the email subject line of “Installation Engineer 003.”
Posted: June 26, 2008
Location: Corporate - Denver, CO USA
Reports To: Assistant Director of Operations
POSITION DESCRIPTION:
This position will be based out of the Aurora, CO office. ONLY LOCAL APPLICANTS WILL BE CONSIDERED FOR THIS POSITION.
Seeking a customer focused individual with excellent communication skills, experience with client/server software applications, as well as exposure to Microsoft SQL. A typical product implementation in the field would require hardware staging, software installation and configuration, product training and customer consulting. This person must have the highest work ethic, a passion for customer service and excellence. This position requires 75% travel to customer locations. Since this position requires face to face interaction with TouchStar’s customers, a clean and professional attitude is mandatory. During time when travel is not necessary, the Installation Engineer will provide creative and analytical first level support for customer cases received through TouchStar’s technical support department. Resolving these cases is done via Phone and Remote Control software (pcAnywhere, gotomeeting, etc.).
IN THE FIELD DUTIES:
- Willingness to travel on short notice across the country.
- Interface with customers at beginning of implementation phase to set expectations and communicate the schedule and order in which the implementation will take place.
- Stage telephony, SQL, and other servers in racks in accordance with customer’s directions.
- Help turn up T1 lines through a collaborated effort with customer’s telephone company.
- Install and configure necessary software/hardware as described by the SOW (statement of work)
- Train customer/agents/supervisors/managers on the functionality and use of the TouchStar suite of products.
- Remain on-site to resolve any problems that arise during initial use of product and to assure full customer satisfaction and understanding of the solution implemented.
- Ability to communicate complex situations and status to home office.
DUTIES WHILE NOT TRAVELING:
- Intercept and log incoming customer issues as cases coming to Customer Support via Phone and E-mail, then provide assistance and resolution.
- Help update Knowledgebase with new findings.
- Escalate unsolved cases to Tier II Support for resolution. Once resolved, contact customers as required to pass case resolution, then document and close the case.
- Perform duties as requested by the Client Relations Coordinator, Customer Services Manager and TouchStar management.
- Continuously develop and improve technical knowledge and customer service skills.
REQUIRED SKILLS:
- One year minimum employment providing customer service.
- Excellent customer service skills.
- Excellent telephone skills.
- Excellent verbal communication skills.
- Willingness and desire to learn advanced customer service skills.
- Willingness and desire to learn advanced technical knowledge.
- Advanced writing skills.
- 1-2 years system/network administration experience.
- 1-2 years IPPBX and VOIP experience
- Excellent knowledge of Microsoft Windows software conventions.
- Advanced knowledge of server operating systems.
- 2 years database experience in Microsoft SQL server
- Understanding of server client software applications.
- Project management and excellent organizational skills.
- Attention to detail, customer focus, and the ability to work under great pressure and in a fast-paced environment
- Understanding of networks and networking (LAN/WAN).
- Understanding of telephony, T1 technology, PBX.
- Experience with Hardware (Servers, ISA/PCI Boards, Raid Config. etc).
- The highest ethic, enthusiasm and passion.
- Knowledge of Unix (or flavors of.)
- Knowledge of Asterisk PBX.
- Knowledge of Dialogic.
ENVIRONMENTAL SKILLS & REQUIREMENTS:
- Must be willing and able to complete tasks with minimal supervision to the satisfaction of customers and management.
- Must be willing and able to work reasonable overtime on short notice as defined by the Customer Service Manager and/or TouchStar Senior Management as a reaction to customer service needs.
- Must be team oriented and willing to contribute to the success of others.
DESIRED SKILLS (NOT MANDATORY):
- Knowledge of Unix (or flavors of.)
- Knowledge of Dialogic.
- Knowledge of Asterisk PBX.
COMPENSATION:
- $43K - $55K salary, D.O.E.
Please submit resumes to jobs@touchstar.com with the email subject line of “Installation Engineer 003.”
