Monitoring Support Specialist
Monitoring Support Specialist
Posted on :
23-08-2025
Employer Active
1 Vacancy
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Job Description
Cyara is the worlds leading Automated CX Assurance Platform provider enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands including Airbnb and NAB trust Cyara to deliver customer smiles at promise is Customer Smiles - Delivered at Scale and as a member of Cyaras team youll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers. Interested to find out more about us Check out:
Want to know what its really like to join Cyara Check out this link to meet some real Cyarans and read about their individual career journey with us: Values:
At Cyara our values shape everything we do. Were passionate about Delivering Excellence by putting the customer first collaborating globally and always striving to improve. We take smart risks and Innovate Boldly setting new standards and learning from every experience. Integrity First is our cornerstonewe value humility authenticity and respect for diversity building trust in all we do. We Embrace Curiosity by empowering you to experiment learn and grow in a dynamic environment. At Cyara our values drive us forward shaping a culture where innovation and excellence thrive.
Cyaras Diversity Equity Inclusive and Belonging:
At Cyara we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity equity inclusion and belonging (DEIB). We strive to cultivate an environment where every individual feels valued respected and empowered to bring their whole selves to work contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies practices and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities regardless of legally protected statuses such as sex race color ethnicity national origin age religion disability sexual orientation gender identity veteran status or medical condition. By celebrating our differences and championing inclusivity we enrich our organization make more thoughtful decisions and drive collective success.
We are looking for a Customer Support Engineer to join our team in Hyderabad India where they will perform a wide range of customer care activities for Cyaras enterprise customers. They will be delivering the best in class customer service to Cyaras global clients. They will be a quick learner and develop expertise in all aspects of the Cyara Platform.
If you are keen to learn with a technical aptitude and a background in customer support then we would love to hear from you!
Our Customer Support Team is a 24/7 operation so the role will require shifts which will include some days/nights/weekends.
The Role Responsibilities
- Deliver high-quality service to end-users via Cyara Voice Assure solution
- Interact with the Voice Assure platform and internal tools for timely marking of the Voice Assure monitoring interactions
- Follow internal SOPs to gather information and determine the issue by evaluating and analyzing symptoms for accurate processing test calls using internal software
- Identify and escalate priority issues
- Use our ticket tracking system to work oninternal issues: research troubleshooting and identifying solutions to product software network and hardware issues.
- Manage internal and customer-facing communication in the event of outages or incidents and keep all parties updated on progress
Role requirements:
- Fluent in English both written and verbal
- 2 years of proven customer service experience or customer-facing technical support experience
- Demonstrate the ability to follow through with tasks to close
- Demonstrated ability to work on multiple work streams simultaneously
- You should be organized meticulous a communicator with a can-do attitude
- Understanding of telephony VoIP (SIP) and IVR
- Excellent Analytical and Troubleshooting skills
- Willingness to learn
Why you should join us:
At Cyara youll have the opportunity to work with a group of people who share common goals are driven by a similar passion and valuethe expertise of their peers. Cyaraiscommittedto beingan equal opportunity employerfocused on building and maintaining a diverse inclusive and authentic workplace; and awork environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve this opportunity comes the chance to enjoy a flexible work environment competitive compensation and a work culture thats results-oriented fast-paced and focused on continuous improvement whilst maintaining a family first team oriented and ever positive atmosphere.
Cyara cares for its own - youll feel that on your first day - and youll get the chance to work for a global growing company and an all-inclusive team of innovators.
Interested Know someone who might be Apply online now.
Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant.
Agencies:Thanks but weve got this one! Please no phone calls or emails to any employees of Cyaraoutside of the Talent Acquisition team. Cyaraspolicy is to only accept resumes from Agencies via theCyaraAgency Portal. Agencies must have a valid fee agreement inplaceand they must have been assigned the specific requisition to which they submit resumes by the Cyara Talent Acquisition team before submitting any CVs. Any resume submitted outside of this process will be deemed the sole property of Cyara and in the event a candidate is submitted outside of this policy is hired no fee or payment of any kind will be paid
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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