Technical Support Engineer - L2

December 20

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interface.ai

WebsiteLinkedInAll Job Openings

NLP • AI • ML • Chatbots • Artificial Intelligence

51 - 200 employees

🤖 Artificial Intelligence

🏦 Banking

💳 Fintech

Description

• Managing the customer support department’s day-to-day functions • Provide accurate and creative solutions to customer problems to ensure CSAT • Facilitate calls with customers to explain/resolve/address the issues raised to technical support team • Perform troubleshooting, do analysis, test service flows to resolve customer’s concerns • Collaborate / coordinate with backend teams in identifying / resolving customer issues within the defined SLA • Capture and document all queries / concerns via the ticketing tool / email/ calls. • Review all open tickets weekly, share periodic updates and feedback on tickets on a regular basis • Escalate support cases and priority issues to management as appropriate • Ensure KPIs are met consistently to achieve customer experience excellence • Build strong cross-functional working relationships with internal teams • Analyze dumps, traces, logs, working experience in Node.JS/Express.JS/Hapi.js/Koa.js, 4.NoSQL DBs and Relational Database and API to discover the root of the problems reported by consumer and premier enterprise customers • Handle escalated issues which are usually mission critical and technically complex which include providing timely updates and analysis • Experience working on most common CRM/Service Desk tools like JIRA, Bugzilla, Zendesk, Zoho or anything similar • Report on ticket inflow patterns, escalation trends, top issues, and improvement opportunities • Readiness to work in flexible working hours/US shifts

Requirements

• Excellent communication skills (both written & verbal), ability to communicate updates, resolution in customer friendly manner • Experience working in a customer facing role, troubleshoot technical issues, work along with other internal teams for resolution • Should be from BE/BTech/MCA/Bachelor in computer science/BCA /MSc/MS field. • 2 to 6 years of technical support experience with product organizations • Should have excellent analytical skills and critical thinking ability • Experienced working with cross functional teams within the Org. • Extremely self-motivated, should be a fast learner • Experience working with on-site/virtual teams • Banking domain experience preferred • Previous work experience in a chatbot space is a huge plus • Strong communication skills • Should be comfortable to work in US shifts • Should have experience in Linux and SQL