Scope of Role

The Customer Support Engineer - Console Products (CSE) primary objective is to rapidly resolve technology issues that are reported to the Tait Help Desk. The position requires a hands-on technical leader and subject matter expert who is responsible for delivering a world class support experience for Tait's customers, dealers and in-house stakeholders. The CSE is expected get into the weeds with complex technical issues while thinking about system operational continuity and resiliency. Then CSE for Tait's LifeX console products and applications will be well versed in the console operation, system functionality and application integration. Additionally, this employee has strong communication skills which lead to the team to exceeding performance expectations.

It is expected that the CSE will be proactive in developing the skills and knowledge necessary to provide top quality field support services. The CSE will be supported by Tait's remote partner Frequentis, in the form of escalation and training support on all LifeX console systems, applications, and integration. The CSE will be responsible for maintaining Tait lab support systems required for the evaluation, investigation and resolution of field escalated system issues raised via support tickets.

Functional Outcomes

Customer Support Operations

• Deliver frontline technical support for Tait LifeX console customers, dealers and partners.
• Foster positive end-user relationships and drive customer satisfaction.
• Demonstrates up-to-date knowledge in the discipline by contributions in technical discussions, writing technical papers / studies and delivering presentations as requested.
• Communication skills demonstrated by written contributions and verbal presentations.
• Developed diagnostic skills that enable the resolution of a broad range of technical issues across a wide range of Tait LifeX Console, application and/or integrated third party products.
• Demonstration of innovation and depth of knowledge.
• Ensure reported customer issues are identified correctly, described accurately, investigated, tested, verified, and classified. All steps are documented. If required, visit customer sites to fully research the cause of reported problems.
• Investigations as required of any end-to-end network performance issues including isolation of issues to third party products.
• Follow the Incident Management process and maintain responsibility for incident resolution, whilst ensuring appropriate level of interaction with Technical Support from the Frequentis Level 3/4 Support team.
• Follow the Problem Management process and ensure appropriate level of interaction with Technical Support from the Frequentis Level 3/4 Support team.
• Identify the impact on the customer. Initiate actions within Tait, including briefing meetings with relevant Tait teams and stakeholders if required to get quick resolution to problems found.
• Keep an active list of unresolved technical support issues and regularly follow up with involved parties. Notify customers of milestones and keep them informed at all times.
• Help provide training on the network and products for customer technical and operations staff as required.
• Provide technical information to customers through appropriate media, ensuring information is accurate, appropriate, and easy to understand.
• Provide feedback and solutions on how to improve Tait standards.
• Escalation and resolution of software issues to the Frequentis Level 3/4 Support team.
• Escalation and resolution of third-party software/systems issues by the support team.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
• Maintain Technical Support/knowledge base.
• Participate in trade shows and other events as required.
• Familiar with the concepts and exercise of ITIL Service Management principles, the Customer Support Engineer will employ and engage in the established processes and be a contributor to the Continuous Service Improvement activities.
• Where junior or graduate members join the team, the Customer Support Engineer is expected to review their work, assist with their training and act as their support.
• Ensure potential process improvements are highlighted to the team & be an active member in process improvement projects. This could include evaluation and recommendation of work tools, software applications, processes & procedures, relationship building with customers and other Tait work groups.

Teamwork

• Help with troubleshooting items with staff and other departments as needed.
• Effectively communicate with Frequentis Level 3/4 Support team when escalating incidents or problems.
• Other duties as assigned. Management reserves the right to assign or reassign duties and responsibilities at any time.

Specific Expertise

• Bachelorsinarelatedtechnicalfieldorequivalentwork experience
• At least 5 years in voice communications or maintenance technical role
• Prefer at least 5 year's experience with any of the following: voice communication dispatch systems, voice over IP telephony, Land Mobile Radio, NG-911 Call Taking
• A highly developed practical knowledge of voice dispatch systems and related applications, including console system design and installation.
• Software skills or aptitude in this field including an understanding of Linux based and virtualized operating systems
• Strong organisational and leadership ability.
• Project Planning and project management skills
• Highly developed customer service and diplomacy skills
• Aptitude to deal confidently/persuasively with customers.
• Flexibility and willingness to tackle any task
• Ability to travel when needed