Telrex: IP Call Recording and Contact Center Optimization Contact TelrexRequest Free Evaluation Software

CallRex Customers

  • Upstate New York Transplant Services "We use CallRex call recordings to train staff on live calls, allowing them to get a glimpse of 'real-life' situations."
    - Margaret Cosentino,
    VP, Information Services, UNYTS
  • "Since we have moved to CallRex call recording, we have not had a major technical issue, the product has proven to be very user-friendly and easy to administer and support."

    - Elizabeth Beasley, Director, Ambulatory Access Center, University Physicians
  • Engineered Protection Systems "CallRex is rock solid for recording calls, and it worked perfectly from the beginning."

    - Eric Hoskinson,
    director of technology, Engineered Protection Systems, Inc.

  • "CallRex is very easy to use. The software has proven to be a turnkey solution for us."


  • "CallRex makes us successful because managers are able to retrieve and listen to calls and quickly identify problems."

    - Dawn Eastwood,
    director of IT, Keany Produce
  • "We looked at a lot of different solutions, and CallRex had all of the features that we were looking for. CallRex software is easy and intuitive."
    - Drew Clauson,
    president, Kindred Partners

  • "Our CallRex investment will pay for itself in the time saved by the management staff."

    - Susan Milne, Operations Manager, Healthy Mothers, Healthy Babies Coalition of Georgia
  • U.S. Oil Co., Inc. "CallRex has been priceless in helping us to bring accountability to the dispute resolution process."
  • "We chose to move to CallRex call recording software because it was a proven, certified solution for our ShoreTel system, and the solution was very cost effective."

    - Don Gregory, Information Technology Manager, United Supply Co.
  • Colorado Department of Corrections "I recommended CallRex for its ability to record and monitor IP calls and for its affordability."

Careers: Software Technical Support Engineer

Telrex is the leading developer of VoIP call recording and monitoring software for the SMB market. When you call a business and hear, "This call may be recorded for quality assurance."…that's our software.

This position is located at our offices in Kirkland, WA. If traffic is an issue, there is the possibility to telecommute. Relocation assistance is not available.

Primary Duties and Responsibilities:

  • The Software Technical Support Engineer will be troubleshooting corporate customers Tier 1 through Tier 4 problems via telephone or written correspondence.
  • Conduct pre-installation and configuration phone calls with customer and resellers.
  • Assist inside and outside sales team to answer technical questions during pre-sale conference calls.
  • Train customers and resellers on how to use our software products.
  • Provide reliable resolution of critical and high impact problems for Telrex's corporate customers within the designated SLA parameters.
  • Resolve mission critical or politically sensitive customer issues and maintain ownership of issues until resolved completely.
  • Provide professional support by maintaining high standards of courtesy, listening skills, rapport building skills, client-expectation management, and handling difficult situations.
  • Document problem solutions utilizing the corporate CRM system and contribute to the company knowledgebase.
  • Know how to prioritize tasks in an environment with goals that sometimes conflict.
  • Assist in resolving escalated issues.
  • Work with product management to document feature/enhancement requests.

Essential Skills, Experience & Education:

  • 1 - 3 years technical support, network and/or system administration experience.
  • Must have outstanding customer service talents and excellent written and oral communication skill sets.
  • Ability to document, step-by-step instructions for replicating issues.
  • Must exhibit equanimity and poise under the pressure of solving real-time issues.
  • Logical problem-solving aptitude with a high level of accuracy and detail including the ability to multi-task under pressure.
  • Must have an outstanding attendance record, be a team player, self-motivated, committed, hard working, and flexible.

  • Availability to work off-hours when necessary.
  • Experienced with network protocol analyzers (e.g. Wireshark)
  • BS degree in Computer Science or related field preferred.
  • Multi-lingual (Spanish, Portuguese, etc) is preferred but not essential.
  • Microsoft System Administration, networking or Web development certifications are a plus.

Finally, the candidate will have a record of working with and contributing to teams. He/she will demonstrate team skills such as communication, process development, meeting commitments, accountability, and reliability. Above all else, the qualified candidate must have good judgment.

Salary is competitive and based upon experience.

To apply, please email your resume as an attachment to hr@telrex.com. Only e-mail inquiries will be considered, telephone inquiries regarding this opportunity will not be accepted.

Telrex is an Equal Opportunity Employer offering competitive salary and growth opportunities.

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