Customer Support Engineer

Contactual is a global provider of on-demand contact center solutions. The Contactual OnDemand Contact Center provides robust call center functionality with an innovative Human User Interface. Delivered 100% as a Software as a Service (SaaS), Contactual requires no specialized hardware or software, no telecom equipment and no up-front capital expenditures.

Contactual’s contact center solution is built from the ground-up to be a true on-demand application. The result is an easy-to-use and powerful platform to improve your customer interactions, your team’s efficiency, and eliminate customer frustration.

Summary:

Contactual is seeking a Customer Support Engineer (CSE) for our San Carlos , CA location. This position is the primary point of contact with customers who have subscribed to Contactual’s services.  Successful candidates will have superior customer focus, excellent troubleshooting skills, a structured approach to problem-solving, software / CRM experience and a positive attitude in a team environment. The CSE's primary responsibility is to satisfy our customers, partners and internal teams by responding to issues quickly and communicating clearly and effectively; to solve technical problems involving telephony, PCs and networks in complex systems.  Careful, methodical analysis of problems is essential:  collect information about symptoms, diagnose the root cause of the underlying problem, test to confirm the diagnosis, provide a solution or workaround, test the solution, escalate internally or externally as needed if tools or expertise are not available within the Support team.  PCs are used extensively internally, including the Contactual application within Internet Explorer, various internally-developed administrative and configuration applications, and Netsuite’s CRM.

Requirements:

•    3+ years experience in a Technical or Customer Support position
•    Excellent communication skills with written and spoken English
•    Methodical analytical skills – applying the scientific method to troubleshooting
•    Technical understanding of PC operating systems and applications
•    Experience in networking, telephony, or web based software
•    Desire and ability to work directly with customers and gain their confidence, building positive relationships
•    Desire and ability for fast-paced professional and technical growth
•    Strong written and oral communication skills
•    Ability to multitask between multiple issues and activities
•    Experience with CRMs is desirable

To apply, please send a resume and cover letter to con@helpingyouhire.net.