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Application Support Engineer (TLS-SaaS)

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USAN is an innovative contact center solutions provider, a respected community leader, and an all-around great place to work. We promote work-life effectiveness for all of our employees by creating a supportive, flexible, and collaborative work environment. We have a high performance culture, where we treat our employees as individuals, as professionals, as key members of the team, and like family.

Under the direction of the Department Manager, the Application Support Engineer will perform the following major duties, depending upon where a solution is within the lifecycle. Supported solutions at USAN include Hosted Contact Center ACD, IVR, WFM, and Omni-Channel solutions.

Roles:

  • To provide third-level support to Operations, Development and Customers, regarding production issues in a complex multi-server/multi-application environment
  • Implement new products/services into both a quality assurance environment as well as a production environment

Duties:

Support of Production Issues

  • Provide direction to the Second Level Application Support group, NMC, and Node Manager groups, regarding how an issue is to be identified/resolved
  • Typically, not directly contacted for issues. A 24/7 Network Management Center is the customer contact point for reporting issues and tickets are opened through a portal by customers, at which point TLS-SaaS team members either retrieve or are assigned tickets by the Department Manager. At that point, can work directly with customer either through ticket updates, email or phone calls.
  • For critical outages, expected to provide technical representation and communicate with customer support teams until issue is resolved.
  • Collect and analyze production data in an effort to determine the root cause
  • Provide third-party partner and internal development group with the required analysis/data to generate fixes/updates for production issues
  • Configure, implement, and test fixes/updates in the QA environment and also in production
  • Schedule fixes/updates into production, both internally and externally

New Software Implementation

  • Participate in initial design meetings
  • Accept third-party partner and/or PS-Dev handoff of projects, implementing them into the QA environment, and working with partner/ PS-Dev to validate the installation
  • Support the business partners with their unit acceptance testing in the QA environment
  • Support the business unit with their unit acceptance testing in the QA environment
  • Implement all new projects into production

Basic Qualifications

  • Ability to provide on-call support when needed
  • Experience working in a multi-server Windows and Linux environment
  • Basic experience using queries in MS SQL Server 2008/2012 to gather data
  • Experience in a client-facing role managing Tier 2/Tier 3 issues in a demanding environment
  • Ability to work in a team environment. However, when necessary must be able to work independently, maintaining a high level of accuracy with minimal guidance
  • Excellent verbal and written communication skills
  • Excellent time management, project management and leadership skills
  • Excellent analytical skills and problem solving abilities
  • Strong initiative and the ability to anticipate problems and prepare for solutions

Preferred Qualifications

  • Bachelor’s degree in a field related to Information Technology
  • Experience working with inbound/outbound (blended) ACD in a call-center environment
  • Knowledgeable experience with Aspect products is preferred, to include Aspect’s UIP product as well as the ALM and WFM products

Job Benefits

  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, vision and life insurance)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities

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