Customer Support Engineer

At Blue Jeans Network, our mission is to make video communications as easy and pervasive as audio communications, enabling more effective collaboration at work, at home and on the road.  Our cloud-based conferencing service makes this possible by enabling customers to connect with each other seamlessly anytime, anywhere and from practically any device. The Blue Jeans Network extends high quality video communications beyond the traditional boundaries of specialized conference rooms and into the mainstream, allowing employees throughout an enterprise to interact more effectively with each other and with their customers, partners, suppliers, family, and friends.

We are looking for a Customer Support Engineer to be the face and voice of our company with our customers. You will work with Blue Jeans Network’s customers, our sales team and our engineering team and partners to ensure service satisfaction. This role will be responsible for providing customer support, independently resolving problems, and working with engineers for complex escalations.  

Responsibilities

• Resolve customer support issues:
  • Troubleshoot issues to determine solution
  • Respond to customers in a timely basis, keeping them informed of status of their case
• Identify bugs and escalate bug cases as required:
  • Duplicate bug in test environment to “positively” determine bug exists
  • Proactively identifying issues before they become “noticed” by customers
  • Provide full detail in documenting the problem when escalating, including (when applicable), call logs, screen shots, video documenting the flow, etc.
  • Work closely with engineers to help resolve bugs and service issues.
• Deliver positive communications to our internal and external customers
  • Provide clear, well written case correspondence to customers and in internal CRM
  • Provides exceptional telephone support
  • Maintain a positive and helpful tone in all correspondence
  • Offer additional tips and solutions, related to their service issue, whenever possible
• Become completely familiar with all aspects of our service. Train prospects and paid customers on the product applications.
• Maintain a state-of-the-art subject matter expertise on existing and planned technologies, including related products and services.
• Proactively shares knowledge with internal and external customers, by providing new and updated FAQ solution material.

Qualifications

• Bachelor’s Degree required. Cisco certification a plus.
• Ability to troubleshoot problems associated with computers, VoIP devices, or other technical devices. Exposure to video conferencing products (including: Polycom, Radvision, Lifesize, Tandberg, etc.) is a plus.
• 3+ years’ experience in a customer support, sales engineering, or equivalent role with experience building and managing strong customer relationships.
• Good understanding of H.323 and SIP technologies including Firewalls, NAT and Gatekeepers.
• Strong communication skills, oral and written; able to engender trust and respect of peers and customers.
• Sense of urgency. Escalates product issues when appropriate; maintains a sense of "problem ownership" to see all issues through to successful resolution. Strives to turn around issues with an efficient and effective approach to the customer's satisfaction.
• Capable of juggling a number of priorities and delivering results on time in a high pressure, dynamic environment.
• Entrepreneurial, flexible and a team player with a sense of humor
   

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