About Our Client
Our client is reimagining the contact center for modern consumers and brands. Their one-of-a-kind architecture delivers a new foundation for security, reliability, and scale across customer service operations. A full voice and digital engagement suite is complemented by powerful AI and advanced analytics capabilities and easy-to-use, intuitive design to make life easier for everyone involved - from customers and agents to supervisors and executives - all while driving meaningful operational efficiencies.
Smart device capabilities like channel blending, photo and video sharing, and biometric authentication are available to deploy for full CX transformation when you’re ready. Innovative brands trust the hiring company to deliver exceptional CX, no matter their size or location.
Responsibilities
Level 2 support for customer issues: triaging and investigating bug reports, communicating directly with customers, and managing escalations to other teams
- Developing tools, automation, and monitoring based on observations of customer support trends
- Supporting essential internal tooling used by customer support teams to solve customer problems, and looking for more opportunities to empower customer success teams
- Developing a strong understanding of products and services
- Regular on-call rotations, where you will help troubleshoot and manage communication during emergencies
Requirements
- At least two years of experience in technical support or software engineering preferred
- Proven ability to manage multiple tasks and priorities in a ticket tracking system
- Strong customer service and collaboration skills
- Strong written and verbal communication skills, and knowledge of when to utilize one over the other
- Formal education in computer science not required
Salary Range
$85,000-$95,000
Why the Hiring Company?
In addition to the great team and disruptive technology, the hiring company offers teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, monthly game nights, and more!
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