Technical Support Engineer, Fuze
Tier 2
Cloud communications and collaboration software
Job no longer available
Cloud communications and collaboration software
501-1000 employees
Job no longer available
501-1000 employees
Company mission
Fuze's mission is to be the trusted global communications partner to the world's leading businesses.
Role
Who you are
- The ideal candidates will be proficient with basic Linux (and / or other Unix systems) along with technical support knowledge to tier 2 level for Windows/OS X, iOS/Android, coupled with 3-5 years Customer Service related experience
- The candidates for these roles is to drive customer satisfaction with a combination of product knowledge and customer engagement
- Strong verbal communication skills and fluency in English
- Proficient with basic network troubleshooting, Polycom/ Yealink handsets and familiarity at the Linux/Unix command line is preferred
- 3-5 years Customer Service related experience
- Ability to prioritize and manage workload effectively
- Able to communicate verbally and in writing with customers in a professional and friendly manner
- Good organizational & analytical skills, ability to plan, track tasks and deliver to agreed timescales
What the job involves
- Fuze has an opportunity for a Technical Support Engineers to join the Customer Support Engineering Team based in Reading/London/Portugal offices
- The Technical Support Engineers are the perfect combination of customer service and technical ability
- These roles are customer facing, by phone and email with a strong importance on communication
- These roles are dedicated to addressing customer product issues, limiting the customer involvement when possible, with the goal of an enjoyable experience
- Work directly with customers through phone, email, and case management system to resolve issues and fulfill requests
- Have a calm patient attitude to listen to problems, perform research driving a reported issue towards a resolution
- Take ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action
- Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers
- Troubleshoot, replicate, and investigate application (Windows/OS X, iOS/Android), network, handset, and end-user issues
- Document and escalate more complex issues to higher level technical teams
- Knowledge on related industry protocols. (SIP, HTTP/HTTPS, SSH, TELNET, UDP/TCP)
- Acquire and maintain current knowledge of Fuze solutions
- Actively contribute to our customer facing knowledge base with procedural instructions providing our customers self-service element
- Take part in an on-call rotation to address high customer impact issues during off hours
Salary benchmarks
Our take
Fuze produces enterprise software that centralises calls, video conferences and instant messaging.
The general trend towards remote working is clear, and has only been accelerated by the events of 2020. Several providers seek to give businesses the communications software they need to ride this wave, but very few offer a centralised platform for all communications needs.
Fuze solves this problem with a software suite that integrates calls, videos and messaging in an efficient and streamlined manner. They count an impressive array of enterprises among their customer base – including the Associated Press, PGA Tour, National Geographic, AstraZeneca, Waste Management, Yamaha Corporation of America, and PTC. They compete with the likes of Google, Microsoft and Cisco within this space.
They have recently launched a new series of products, including their Fuze Integrations Ecosystem in May 2020, helping to improve existing workflows within enterprise companies.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2021
$13.6m
May 2018
$150m
Total funding: $494m
Company benefits
- Stock options
- Retirement & Pension Programs
- Critical Illness & Disability Protection
- Life Insurance
- Generous Time Off & Personal Leave Policies
- Local Perks & Discounts
- Work from home opportunities
- Health insurance
Company HQ
Prudential / St. Botolph, Boston, MA
Leadership
Steven Kokinos
(Chairman)With a background in economics, Kokinos is also the founder of BladeLogic and Web Yes.
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