Tier 1 Support

Lifesize Austin , TX 78719

Posted 2 months ago

About Lifesize

At Lifesize, we understand the power of connecting people to make the workplace great. For more than a decade, Lifesize has been at the forefront of video collaboration, delivering high-quality solutions designed to bring people together. We combine a best-in-class, cloud-based video conferencing experience, with award-winning, easy-to-use devices that are designed for any conference room so you can connect to anyone, anywhere. It's a meeting experience like no other. Our video conferencing solutions are designed for the demands of today's modern enterprise, yet fully accessible to businesses of any size. For more information, visit www.lifesize.com or follow the company @LifesizeHD.

Lifesize is looking for Customer Support Engineer 1 with significant experience in Video Conferencing and Unified Communications technologies to expand our Global Customer Care Team. The Customer Engineer 1 serves as the first point of contact for customer support. The Customer Engineer 1 works with other Lifesizers to deliver Customer Obsession with every support interaction and provides such a high level of excellence to our customers that every customer is an "Evangelist" for Lifesize at every opportunity.

Key Responsibilities include:

  • Enthusiasm for serving customers and eagerness to take ownership

  • Understanding Lifesize and who to escalate to internally to get things done for your customers

  • Accountable for maintaining industry leading Net Promoter Score (NPS) for your support tickets

  • Creating Promoters and Advocates for Lifesize via flawless customer support interactions

  • All customers should serve as references and partner with us to advocate our products and services through case studies, joint events, etc.

  • Open trouble tickets and document action steps and resolutions

  • Assist in the rapid assessment of both the nature and severity of customers issues and initiate calls as needed

  • Assist in the collection of customer data and feedback

  • Familiarity with incident and service management software packages such SalesForce.com

  • Strong technical skills and solid customer support skills

  • Excellent interpersonal communication skills

  • Ability to properly track, document and communicate problems, resolutions, action items.

  • Ability to clearly communicate with management

  • Must work easily as a member of a team or independently as well as prioritize workflow based on urgency

  • Ability to cover on-call responsibilities during off-hours

  • Excellent written and verbal communication skills

  • Able to multi-task and work in a fast paced environment

  • Results-focused, team-oriented and a strong work ethic

  • Proficient in Microsoft Office

  • Resolve technical issues, working with other Lifesizers


The ideal candidate will have:

  • Passion for serving customers

  • Positive professional attitude (but we expect you to have fun at work)

  • Ability to build strong bonds and relationships with both customers and Lifesizers

  • Ability to uncover problems that get in the way of providing great service and fix them

  • Keen ability to manage customer expectations and difficult customer situations

  • Ability to build honest and trusting relationships with customers and Lifesizers

  • We will make mistakes; it's how we respond that defines us. Honesty can happen without customers losing faith in our ability and we need someone who can communicate in a way that reassures customers solving their problem is our #1 priority

  • Expert follow through If we tell a customer we'll do something, then we must make it happen

  • Strong communication (verbal & written), presentation, organizational and interpersonal skills

  • Self-motivated individual with a strong desire to learn new technologies

  • Strong customer service skills

  • Excellent problem solving skills

  • Experience in hosted/cloud based deployments & on premise solutions preferred

  • Fluent in English

  • Additional language skills a plus

  • Great team player

  • Ability to work in a fast-paced office environment where multi-tasking is a must

  • Ability to work full time (40+ hours/week)

  • Technical experience with Cloud based technologies a plus

  • Technical expertise with Video Conferencing or Unified Communications a plus

  • Technical education (Bachelor of Science in Computer Science, Computer Engineering, MIS) preferred

Lifesize Inc. is an Equal Opportunity Employer. Lifesize does not discriminate against any applicant for employment because of age, gender, sexual orientation, race, religion, national origin, ethnicity, veteran status, or disability.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Technical Customer Support Tier I

Ricoh Americas Corporation

Posted 1 week ago

VIEW JOBS 11/9/2018 12:00:00 AM 2019-02-07T00:00 Position Profile: Provide technical support to a demanding and diverse range of customers from different industries in 24/7 environment. Individuals should have a technically strong, team-oriented approach to support Microsoft Software products, industry standard workstation and server hardware, 3rd party vendor software applications, Virtual Private Networks and Active Directory administration. Troubleshooting and communication skills must be excellent. Patience to work with customers real-time over the phone and through remote desktop tools is required. Job Duties and Responsibilities: * Respond to customer support requests. * Maintain professional customer service to clients. * Providing Tier I level support of mindSHIFT products and services, including but not limited to: * Operating system functionality * Software installation and troubleshooting * VoIP configuration and support * E-mail configuration and support * Mobile Device Management * Disaster Recovery * Malware/virus detection and removal * Workstation and peripheral diagnostics and support * Single user network access and troubleshooting * Escalate customer issues through the proper channels. * Open and manage cases according to defined severities and case priorities * Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system. * Keep open communication on all issues until resolved or turned over to another resource. * Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others. * Attend ongoing training sessions in core areas of the business. Qualifications (Education, Experience & Certifications): * High School diploma required * A+ certification is a plus * Microsoft Certification (MTA/MCSA) is a plus * Minimum two years of experience working in a customer service oriented field * Previous experience with ACDs/IVRs and Case Management systems a plus * Highly customer focused with ability to provide consistently excellent customer service and professionalism * Excellent written and verbal communication skills * Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment. * Must be dependable and able to work both individually and in a team environment. * Must possess strong sense of ownership of client relationships * Excellent Customer Service Skills * Possesses excellent time management and organizational skills * Must be flexible and able to adapt to change * Ability to Multi-task in fast paced environment * Basic troubleshooting of all currently supported Microsoft Operating Systems * Working knowledge of PC Hardware * Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc. * Basic navigation of common mobile device platforms (iOS, BlackBerry, etc) * Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications. * Able to navigate and troubleshoot in a Mac OS environment is a plus Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled. Ricoh Americas Corporation Austin TX

Tier 1 Support