Support Engineer

3 days ago

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Cyara

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Cyara is an AI-led customer experience assurance platform that provides comprehensive solutions for monitoring, testing, and optimizing customer journeys across various channels. The platform supports seamless testing of IVRs, chatbots, live voice interactions, and cloud contact centers, ensuring flawless customer interactions and experiences. Cyara's innovative approach utilizes sophisticated bots to simulate real customer interactions, identify issues, and improve performance before any customer impact occurs. With its no-code, user-friendly interface, Cyara enables companies to innovate faster, mitigate risks, and maintain a customer-centric focus while achieving significant ROI and cost savings. Trusted by top technology, health insurance, and car insurance companies, Cyara plays a crucial role in enhancing customer satisfaction and operational efficiency.

IVR Testing • Contact Center Testing • Customer Experience Testing • Contact Center Monitoring • Chat Testing

201 - 500 employees

Founded 2011

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

💰 Private Equity Round on 2022-01

📋 Description

• Cyara is seeking an experienced technical support engineer to join our Customer Support team. • In this role, you'll provide comprehensive technical support to our enterprise customers. • Make our customers happy: Create great experiences for our customers when they need help. • Build trust and strong relationships with customers. • Managing support cases to enable fast resolution of inbound requests, while delivering quality work. • Be a product expert: Learn Cyara products intimately and help customers. • Maintaining up-to-date expertise and certifications in the Cyara suite of products. • Understanding customer requests and collecting data for escalation. • Represent our customers' needs to drive our product direction. • Managing internal and customer-facing communications during outages. • Improve how we operate: Help us scale our support. • Supporting and taking ownership of ad-hoc projects for the Customer Support team.

🎯 Requirements

• Must have excellent verbal and written communication skills • Understanding of Web technologies • Understanding of telephony, VoIP (SIP), and IVR • Hands-on experience with Microsoft server operating systems • Hands-on experience troubleshooting computer/web applications • Ability to adapt to a changing environment and handle multiple priorities • Good analytical and troubleshooting skills • Must be able to work in a fast pace environment • Must have enough technical knowledge to know when to escalate • Must be willing to learn