Technical Support Analyst

August 31

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Replicant

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The Leader in Contact Center Automation.

Artificial Intelligence • Telephony • Machine Learning • Conversational AI • TTS

51 - 200

Description

• Provide exceptional customer technical support to Replicant’s Enterprise customers through ticket responses and proactive support • Analyze and review logs, code, and in-house visual tooling to understand complex bugs and issues with Replicant’s products and services, as well as troubleshoot customer API issues • Document technical issues and enhancement requests clearly and concisely in Jira tickets for the Engineering team. Your ability to effectively communicate technical details and proposed solutions will be crucial for the prompt and accurate resolution of issues • Work cross-functionally with Engineering, Operations, Customer Success, and Professional Services to ensure customer requests are resolved within SLA and meet a high level of customer satisfaction • Collaborate with the incident management team to ensure effective internal and external communication during incidents • Work with the Director of Technical Support to improve and innovate Replicant’s support, maintenance, and managed services processes and operational procedures • Assist with the development of customer self-help resources • Work as an integrated member of a fully remote, cross-functional Support team • Participate in regular on-call/after hour rotations to support our systems

Requirements

• 2-3 years of experience providing customer technical support • Excellent interpersonal, written, and verbal communication skills • A strong sense of ownership and customer empathy — we work very closely with our internal teams and external customers. Maintaining positive working relationships with them is paramount to the success of our business • An ability to negotiate priorities and timelines with customers to the benefit of Replicant • Thrive in fast-paced, highly collaborative team environments • Strong team player - we work in small product teams that work very closely together and are constantly collaborating in order to move as fast as possible • Open minded and independent thinker who likes to own and solve challenging and complex problems • Willingness to learn new skills, technologies, frameworks as needed • Interest in the aesthetics of conversation design - you like to sweat the details of language used in customer communication • Experience working with REST APIs, Authentication (OAuth 2.0 and Basic) • Knowledge or experience in JavaScript or TypeScript is highly beneficial