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OneReach.ai — це платформа для автоматизації з використанням Conversational AI, завдяки якій можна спростити досвід спілкування за допомогою розмовних інтерфейсів (ботів). Від найбільших у світі відділів підтримки споживачів до місцевих кав’ярень, ми допомагаємо організаціям створювати та використовувати ботів значущим і зручним способом.
26 серпня 2022

Tier 1 Technical Support Engineer #58 (вакансія неактивна)

Київ, віддалено

We are looking for a highly-skilled, Tier 1 Support Technician to be a critical part of our Team and join our mission of revolutionizing conversational AI. The ideal candidate is a self-starting and flexible individual, willing to take on new challenges and learn a vast communications platform that continues to evolve. We are seeking someone who is motivated, determined, and interested in a career within a growing company.

The Support Technician T1 provides first-line contact with our clients’ when tickets are submitted to our ticketing system. You will gather appropriate details from clients, identify and isolate technical issues, in order to resolve the problem or escalate as appropriate.

A well‐rounded technical generalist will thrive in this position. You will need to have a strong technical aptitude, be extremely responsive to client needs, and be resourceful. Most of all, you need to be comfortable communicating with a wide range of people, from customers to software developers and engineers.

Qualifications

  • Degree in Information Technology or Computer Science OR 2+ years of relevant job experience;
  • Knowledge of common technical troubleshooting procedures within browser-based applications on Windows and Mac;
  • Ability to understand and interpret Javascript and/or JSON;
  • Ability to multi‐task, adapt to changes quickly, and manage your time effectively;
  • Technical awareness: the ability to match resources to technical issues appropriately;
  • Understanding of support tools, techniques, and how technology is used to provide support to clients;
  • The willingness to generate and maintain clear technical documentation and records;
  • Familiarity with ticketing systems or professional service automation tools;
  • You feel comfortable communicating in English.

Plus

  • Experience in the software development lifecycle;
  • Familiarity with AWS, Azure or Google Cloud;
  • Experience with conversational design.

Responsibilities

  • Handle Tier 1 issues and questions that enter our ticketing system;
  • Troubleshoot issues and resolve them within established SLAs;
  • Communicate with the customer as required: keeping them informed of incident progress, notifying them of impending changes;
  • Document new support processes, troubleshooting techniques, and technical issues.
  • Take and maintain ownership of issues that get escalated to appropriate resources;
  • Review and prioritize outstanding support requests;
  • Help our customers’ business succeed by delivering outstanding customer service through the management and execution of their service requests;
  • Learn OneReach.ai as a low-no code platform and become the product expert in a short term;
  • Use the OneReach platform to create solutions and smart automation for support tasks;
  • Create simple SQL/NoSQL queries;
  • Read and understand system logs and dev documentation;
  • Coordinate with dev, sales and finance departments on the matter of customer and internal projects.

Benefits

  • Opportunity to develop an officially recognised best AI product on a market;
  • Using modern and trending technologies stack with almost zero legacy code;
  • Working with as minimum bureaucracy as possible in small dedicated teams;
  • Flexible remote format — you can choose to work from anywhere in the world, or visit our cosy pet-friendly office in Kyiv with in-house Humans coffee shop providing free drinks to keep your going!
  • 24 paid vacation days per year and undocumented sick leaves;
  • Well-being program, providing unlimited access to psychologists, lawyers, and financial consultants.