Technical Support Specialist

2 days ago


Bengaluru, Karnataka, India Observe Full time

About Observe.AI

We are the fastest way to boost contact center performance with live conversation intelligence. Our AI engine uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With us, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. We have raised $125 million in Series C funding led by Softbank Vision Fund 2, bringing our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.

The Opportunity

This is a contract role for 3-6 months, requiring expertise in managing the IT System Admin module and automating processes to create a seamless experience.

In this role, you will own the employee experience in terms of IT modules across geographies and support the US time zone remotely, guiding them through systems configuration and troubleshooting while aiming to resolve issues efficiently.

Key Responsibilities:

  • Provide quick and effective assistance with information technology systems.
  • Guide employees remotely and in person through systems configuration, troubleshooting, and maintenance.
  • Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
  • Respond to tech inquiries via various channels and walk customers step-by-step through the problem-solving process.
  • Help with troubleshooting hardware and software and follow up with customers to ensure satisfactory service.
  • Communicate customer feedback to the appropriate internal team members.

Required Skills and Qualifications:

  • Relevant Experience of 4 - 6 years in computer systems and experience troubleshooting hardware and software.
  • Experience working as an IT help desk technician or in a similar IT support role.
  • Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
  • Experience of Ticketing tools and OS like Mac, Windows.
  • Experience of managing First Day of Business processes and IT Vendor Management Systems.

Compensation Package: $80,000 - $120,000 per annum, depending on experience, plus benefits and opportunities for growth.

At Observe.AI, we value diversity and inclusion

We celebrate diverse backgrounds and experiences and are committed to creating an inclusive culture built on respect for all individuals. We seek talented people from all backgrounds and encourage applications from underrepresented groups. If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply.



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