Key areas of responsibility:
* Educate internal teams and Customer experience Cloud Customers on the deployment process, CX Agent technical specs and service expectations
* Remotely assist customers with the deployment and installation of CX Agent
* Provide second/third level technical support for CX Agent and CX Cloud
* Apply analytical skills and technical knowledge to solve product and software problems of moderate to high complexity.
* Acts as a technical specialist and provides support on a world-wide basis.
* Interact across TAC (Technical Assistance Center) teams and development teams at peer level
* Manage cases as they come in for CX Cloud Support or CX Agent Support
* Update all cases through our Case management system, ensuring accurate and timely notes are kept for all customer interactions and tasks completed
* Troubleshooting automation
Who You Are
Main requirements:
* Strong experience with Unix/Linux system administration
* Scripting
* Troubleshooting and problem solving skills is required.
* Knowledge of network protocols – SSH, DNS, DHCP, SNMP
* Experience in setup, configuration and troubleshooting of VMware
* Experience in setup, configuration and troubleshooting of Kubernetes and Docker
Seniority level
Associate
Employment type
Full-time
Job function
Telecommunications
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