Quality Control Engineer/Technical Support Engineer
RMGS
Total years of experience :9 years, 11 Months
Working with RMGS a business partner with Upland
Software as a technical support and quality control
with two of upland products.
1st product: InterFAX as a support specialist with
clients who are using Interfax to send over their
faxes through, mainly they are companies.
Responsible of checking that their faxes goes
smoothly and on spot logging issues and receiving
technical tickets from clients, a part of the job is
monitoring the servers as well from being down or
having any technical issues.
2nd product is mobile commons working as a quality
control for their mobile apps for one client which is
shine messaging services. Make sure their texts to be
delivered as the time clients preferred and app is
working fine with the clients by using a softphone
for testing the quality of service the client received.
Duties and Tasks/Essential Functions
• Deliver service and support to end-users using and
operating automated call distribution phone software,
via remote connection or over the Internet.
• Interact with customers to provide and process
information in response to inquiries, concerns, and
requests about products and services;
• Gather customer's information and determine the
issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software
issues involving internet connectivity, email clients, IPTV,
VOIP and more.
• Research required information using available
resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client
specifications.
• Redirect problems to appropriate resource.
• Accurately process and record call transactions using
A computer and designated tracking software.
• Offer alternative solutions where appropriate with
the objective of retaining customers' and clients'
business.
• Organize ideas and communicate oral messages
Appropriate to listeners and situations.
• Follow up and make scheduled call backs to
Customers where necessary.
• Stay current with system information, changes and
updates.