Operations Support Representative

21 hours ago

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Vozy

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Artificial intelligence • Customer service technology • Machine learning • Customer experience • automation

51 - 200

💰 $1M Debt Financing on 2022-10

Description

• As an Operations Support Representative you will be responsible for provide exceptional service to Enterprise customers through the intervention and resolution of incidents and requests related to Conversational AI services • Also will be responsible for managing support tickets, resolving technical issues, and collaborating closely with other teams to ensure our customers are successful • Research and identify solutions to software problems • Diagnose and troubleshoot technical problems, including account setup and network configuration • Ask customers specific questions to quickly understand the root cause of the problem • Follow up on issues until resolution, within agreed time limits • Engage with customers through a series of actions, either by phone, email or chat, until they have resolved a technical issue • Appropriately escalate unresolved issues to the appropriate internal teams (e.g., software developers) • Provide prompt and accurate feedback to customers • Consult internal database or external resources to provide accurate technology solutions • Ensure all issues are logged correctly • Prioritize and manage multiple open issues at once • Follow up with customers to ensure their issues are fully functional after problem resolution • Prepare accurate and timely reports • Document technical knowledge in the form of notes and manuals • Maintain jovial relationships with customers • Comply with the company's information security policy • Act at all times in a manner that does not jeopardize the health and safety of themselves, others in the workplace, and the information and resources they use • Help identify areas where risk management practices should be adopted • Take all practical steps to minimize Vozy's exposure to contractual and regulatory liability • Adhere to company policies and standards of conduct • Report incidents and observed anomalies or weaknesses

Requirements

• Minimum 2 years of experience in customer service, technical support positions • Minimum 1 year of demonstrable experience in the management and troubleshooting of incidents and requirements with corporate clients and with regional or international vendors • Demonstrable experience in self-management of tickets, requirements and troubleshooting of IP telephony, applications and web services • Demonstrable ability and experience with data validation and analysis for decision making • Experience in managing incidents and requirements autonomously • Demonstrable experience resolving new developments, requests related to IP telephony, Web services or applications • Excellent verbal and written communication skills • Advanced proficiency with support and ticket management tools • Broad understanding and demonstrable interaction with technology environment, components, networks, applications, WebServices, APIs and Webhooks • Basic knowledge of software development (functions, APIs, EndPoints, etc...) • Excellent oral and written communication skills • English level B2

Benefits

• Remote work 100% (contractor) • Paid Health insurance • 20 vacation days • Day off to celebrate your birthday • 20 annual public holidays • 10 days off to take care of yourself • 10 days disability • Maternity / Paternity leave • Co - work • Platzi license to keep learning and growing • Happy hour bonus • Annual office supplies voucher • Referral bonus • Stock Options