Technical Support - Customer Support Specialist

August 26

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Conversational AI that’s anything but artificial. Fast Company named us the #1 Most Innovative AI Company in the World.

Messaging • Automation • Bots & AI • Artificial Intelligence • Conversational AI

1001 - 5000

💰 $2.3M Post-IPO Equity on 2012-06

Description

• Supervise day-to-day operations of the 24x7 Tier 1 support team by: • Correctly prioritizing cases in real-time based on existing definitions • Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs, supervisor escalation requests) • Managing break/lunch assignments to ensure adequate coverage • Effectively leveraging team members to meet SLAs in times of high volumes to minimize missed support opportunities • Promoting high NPS • Being the technical and soft skills lead for Tier 1, ensuring that established processes and procedures are followed • Mentoring a small pod of Tier 1 team members where you will monitor performance, review conversations, and conduct one-on-one coaching sessions • Promoting effective communication between team members • Being the Point of Contact for internal customer questions • Answering overflow messaging conversations • Answering phone calls to our emergency support phone line • Working high-priority cases and reviewing escalated cases to ensure no high-priority cases were missed • Identifying and prioritizing issues and escalations using defined processes

Requirements

• 3+ years of experience in a technical support role - MUST • Advantage: Experience leading or mentoring colleagues as tech lead or supervisor • Obsession with providing an exceptional customer experience • Ability to work in shifts in a 24x7 operation • Displays a calm demeanor in critical situations • Ability to work independently • Excellent English language in written and spoken communication skills • Application support hands-on experience (not IT / helpdesk support) • Candidate MUST be located in Bulgaria

Benefits

• Health: medical, dental, and vision • Time away: 28 vacation days • Additional: Food Vouchers, monthly phone and internet allowance. • #LI-Remote