The company developed a low-code/no-code platform that enables non-developers to build sophisticated automated, real-time communication solutions using a range of technologies: stateful microservices, natural language understanding (NLU), machine learning (ML), artificial intelligence (AI), a variety of database services and countless third-party integrations that are exposed through common communication channels, including voice, SMS, web chat, enterprise collaboration and social platforms, (WhatsApp, Teams, Slack, Alexa, etc).
The company makes it easy for leading organizations to create engaging communication experiences through conversational interfaces (bots).
The platform offers a set of tools that enables developers and non-technical users to create bots.
Task & Responsibilities:
Handle Tier 1 issues and questions that enter our ticketing system;
Troubleshoot issues and resolve them within established SLAs;
Communicate with the customer as required: keeping them informed of incident progress, notifying them of impending changes;
Prepare incident reports for customers when production issues arise
Document new support processes, troubleshooting techniques, and technical issues.
Take and maintain ownership of issues that get escalated to appropriate resources;
Review and prioritise outstanding support requests;
Help our customers’ business succeed by delivering outstanding customer service through the management and execution of their service requests;
Learn the platform as a low-no code platform and become the product expert in a short term;
Use the company’s platform to create solutions and smart automation for support tasks;
Create simple SQL/NoSQL queries;
Read and understand system logs and dev documentation;
Coordinate with dev, sales and finance departments on the matter of customer and internal projects.
2+ years of relevant job experience
Knowledge of common technical troubleshooting procedures within browser-based applications on Windows and Mac
Ability to multi‐task, adapt to changes quickly, and manage your time effectively
Technical awareness: the ability to match resources to technical issues appropriately
Understanding of support tools, techniques, and how technology is used to provide support to clients
The willingness to generate and maintain clear technical documentation and records
Familiarity with ticketing systems or professional service automation tools
Strong ability to communicate in English (+B2)
Degree in Information Technology or Computer Science
Additional Skills but Not required:
Experience with the software development lifecycle
Familiarity with AWS, Azure and/or Google Cloud
Experience with conversational design
Contractor - Long Term
Salary in USD