Technical Support Specialist

2 days ago

India Observe Full time

About Observe.AI:

We are a leading conversation intelligence platform for boosting contact center performance. Our industry's most accurate AI engine analyzes 100% of interactions across channels, maximizing agent performance and identifying new revenue and coaching opportunities.

Our powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. This results in stronger business outcomes, such as better customer experience, higher revenue, and better retention.

We are trusted by hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – and are backed by top investors like Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. We are headquartered in Redwood City, CA with offices in Bangalore, India.

Job Overview:

We are seeking a highly skilled Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for monitoring and managing the daily ticket inflow. You will review alerts or emails proactively, create tickets for the L1 team to review and debug.

This role involves pre-release testing and documentation of our application as needed, as well as the delivery of customer-facing training materials. True career development potential is offered for the right candidate. A competitive salary and benefits package are available for this position.

Key Responsibilities:

  • Monitor network activity and create proactive tickets for alerts seen
  • Review daily proactive emails and create tickets for various teams to review
  • Perform basic troubleshooting on these issues and escalate wherever needed
  • Proactively identify, diagnose, analyze, and troubleshoot the issues on the Observe.AI platform
  • Research alternative solutions or workarounds
  • Appropriately escalate issues internally and own them end-to-end till resolution
  • Document the issues, solutions, and contribute to the knowledge base by recording internal and customer-facing videos i.e., help write SOPs, service notes, and troubleshooting documents

Requirements:

  • Bachelor's degree required with major in a technical field preferred (e.g., Engineering); or advanced degree a plus
  • 0 or 1 year of experience
  • Good technical background
  • Willingness to work in shifts if needed (EMEA and US)
  • Excellent client-facing and internal communication skills
  • Excellent written and verbal communication skills in English

Compensation Package:

We offer a competitive salary of $60,000 - $80,000 per annum, depending on experience. Benefits include health insurance, retirement plans, and paid time off. We also provide professional growth opportunities through training and mentorship programs.

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