Technical Support Expert
5 days ago
About Observe.AI:
Observe.AI is a cutting-edge conversation intelligence platform revolutionizing contact center performance. Built on the industry's most accurate AI engine, it analyzes 100% of interactions across channels to maximize agent performance and pinpoint new revenue opportunities.
The platform's powerful workflow automation enables contact centers to apply meaningful insights and take action at speed and scale. This results in stronger business outcomes, such as improved customer experience, higher revenue, and better retention.
With hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – Observe.AI is trusted for its innovative solutions. Backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures, the company is headquartered in Redwood City, CA, with offices in Bangalore, India.
The Opportunity:
We are seeking a skilled Technical Support Expert to join our team. As a key member, you will be accountable for monitoring and managing daily ticket inflow. This includes reviewing alerts or emails proactively, creating tickets for the L1 team to review and debug.
You may assist with pre-release testing and documentation of our application as needed, along with delivering customer-facing training materials. This role offers true career development potential for the right candidate. You will be well-rewarded for your success with a competitive salary, plus many perks expected in a bigger business.
Key Responsibilities:
- Monitor the network and create proactive tickets for alerts seen
- Monitor 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 issues on the Observe.AI platform
- Research alternative solutions or workarounds
- Appropriately escalate issues internally and own them end-to-end until resolution
- Document issues, solutions, and contribute to the knowledge base by recording internal and customer-facing videos, writing SOPs, service notes, and troubleshooting documents
- Learn new features, technologies, and become an SME of the platform
Requirements:
- Bachelor's degree required, majoring in a technical field preferred (e.g., Engineering); advanced degree a plus
- 0 or 1 year of experience
- Immediate joiner
- 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
Our Commitment to Inclusion and Belonging:
Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We strive for a healthy and safe workplace, strictly prohibiting harassment of any kind. We welcome all people, celebrate diversity of all kinds, and are committed to creating an inclusive culture built on respect for all individuals.
We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply. If you're ambitious, make an impact, and ready to shape the future of Observe.AI, we encourage you to apply. Visit www.observe.ai for more information.
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