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Technical Support Engineer- L2
Interface.ai is a leading Conversational AI SaaS company in the financial services industry. They are looking for a Technical Support Engineer- L2 to manage day-to-day customer support functions and provide innovative solutions to customer problems.
Skills
- Excellent communication skills, both written and verbal
- Technical support experience with product organizations (2-6 years)
- Analytical skills and critical thinking ability
- Experience in a customer-facing role
- Experience with CRM/Service Desk tools like JIRA, Zendesk
- Comfortable working in US shifts
- Experience with Linux and SQL
Responsibilities
- Manage customer support department's daily operations
- Provide accurate solutions to customer issues to ensure high satisfaction
- Troubleshoot technical problems and test service flows
- Collaborate with internal teams to resolve customer issues timely
- Document all queries and concerns using the ticketing system
- Review and update open tickets regularly
- Escalate priority issues to management as needed
- Meet KPIs consistently for exceptional customer experience
- Build strong relationships with internal teams
- Analyze logs and APIs to identify root problems
- Handle escalated critical issues and provide timely updates
- Report on ticket patterns and improvement opportunities
Benefits
- Inclusive and welcoming work environment
- Celebration of diversity and inclusion
- Equal employment opportunities for all qualified individuals
To read the complete job description, please click on the ‘Apply’ button
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Introducing Sphere: The first-of-its-kind generative AI-powered multimodal ChatGPT-like assistant designed specifically for financial institutions.
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Full-time, remote
DATE POSTED
May 9, 2024
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