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Technical Support Specialist for Customer Experience
1 week ago
At Interface.ai, we are revolutionizing the way financial institutions interact with their customers. Our Intelligent Virtual Assistant (IVA) is transforming call centers from a cost to a revenue center by automating calls and customer inquiries across multiple channels. With our cutting-edge technology built 100% in-house, we have achieved breakthroughs in Natural Language Understanding, enabling us to launch industry-specific IVAs that can achieve over 90% accuracy on Day-1.
Job Description
We are seeking an experienced Technical Support Specialist to join our team. As a key member of our customer support department, you will be responsible for managing day-to-day functions, providing creative solutions to customer problems, and facilitating calls with customers to explain and resolve technical issues. Your expertise in troubleshooting, analysis, and testing service flows will enable you to resolve customer concerns efficiently. You will also collaborate with backend teams to identify and resolve customer issues within defined Service Level Agreements (SLAs).
Required Skills and Qualifications
To succeed in this role, you must possess excellent communication skills, both written and verbal. Your ability to communicate updates and resolutions in a customer-friendly manner is crucial. You should have experience working in a customer-facing role, troubleshooting technical issues, and collaborating with internal teams for resolution. A minimum of 2-4 years of technical support experience with product organizations is required. Additionally, you should have excellent analytical skills, critical thinking ability, and experience working with cross-functional teams. Self-motivation and the ability to learn quickly are essential traits for this position.
Benefits
We offer a comprehensive benefits package, including remote work flexibility, comprehensive insurance policy, and opportunities for professional growth and development. As a member of our team, you will have the chance to make a significant impact early in your career and contribute to shaping the future of customer experience.