Senior Support Engineer (Remote)
About ASC
ASC is a worldwide leading provider of software and cloud solutions in the field of omni-channel recording, quality management, and analytics. Among our target groups are all companies that record their communications, especially financial service providers, contact centers, and public safety organizations. We offer solutions for recording as well as AI-based analysis and evaluation of all communications – with full flexibility as a cloud service, on-premise or as a hybrid solution. Headquartered in Germany with subsidiaries in 15 countries and experienced system integration partners in over 60 countries, ASC is the #1 Europe-based player in its industry.
Role Overview
We are seeking a Senior Support Engineer who thrives in a dynamic environment and is passionate about delivering exceptional customer service. You will be responsible for providing comprehensive technical support across multiple channels, ensuring high levels of customer satisfaction and efficient resolution of issues to ASC’s Australian and New Zealand customers.
Role type: Full-time permanent
Key Responsibilities
- Provide technical support for customer cases via phone, web, and email.
- Perform accurate analysis, troubleshooting, and testing of complex technical incidents.
- Maintain consistent and professional communication with customers, adhering strictly to SLA requirements.
- Document and track support cases effectively throughout their lifecycle in Dynamics for Service.
- Develop and contribute to knowledge base articles.
- Gain and maintain deep understanding of ASC Cloud and On-Premise Call Recording products and services.
- Collaborate with ASC’s global support team to achieve swift resolution of customer challenges.
Technical Requirements
- 3+ years’ experience in customer support environment focused on software applications.
- Experience supporting Microsoft Teams and VoIP solutions such as Mitel or Cisco Telephony and Contact Center desirable.
- Hands-on experience using diagnostic tools like Wireshark, NetMon, PerfMon, and WinDBG.
- Familiarity with Microsoft Azure Cloud infrastructure, Microsoft Windows server and VMWare (or comparable virtualization platforms).
- Prior exposure to Call Recording solution desirable.
- Understanding of Microsoft Entra and Windows security.
- Ability to interpret database schemas and write queries.
Qualifications
- Bachelor's degree or diploma in a technology discipline desirable.
- Minimum of 3 years of relevant experience.
- Working rights in Australia (permanent Visa or Australian citizen)
Personal Attributes
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Collaborative team player with adaptability and flexibility.
- Passion for continuous learning and technical growth.
- Self-motivated to excel customer expectations.
Compensation & Benefits
- Attractive salary package.
- Mobile phone and internet plan coverage.
- Flexible and remote working opportunities.
Why Join ASC Technologies
- Be part of a globally recognised leader with extensive growth opportunities.
- Work in a supportive, innovative environment focused on career development.
- Benefit from ongoing training programs to enhance your skills and knowledge.
Application Process: Please apply directly via LinkedIn Easy Apply or email your CV and a cover letter outlining your suitability for this role to anz.info@asctechnologies.com
Join our team and help shape the future of customer interaction technology!