Support Specialist (Video Contact Center)

The Company

We create intelligent solutions that drives growth and increased productivity combining industry expertise technological capabilities and a human-centred approach to help businesses evolve from thinking digital to being digital. Our platform delivers rich-media Vision AI driven in-app customer engagement for Sales and Service which enables enterprises to chat video audio screen share & co-browse with their customers and prospects through secure mobile apps popular messaging platforms and websites from anywhere on any device.

Our modular architecture simplifies and enriches the digital customer journey in agile & cost-effective manner. Our platform delivers a consistent user experience and interface across on-premise hosted hybrid and pure-cloud deployments. We work with some of the worlds leading banking telecommunication and hospitality brands to accelerate their digital transformation journey. We are one of Singapores fastest-growing technology companies with customers spread across 12 countries using 22 million API driven interactions every year and using 10000 Secure Agents.

The Person

The ideal candidate will provide support to help customers with technical issues related to our products and services. Support Specialist will offer technical support to organizations by managing maintaining and troubleshooting their IT systems. The specialists duties will include addressing customer queries suggesting solutions and guiding users through product features and functionalities. To excel in this role the candidate should be an outstanding communicator who can build trust with clients. Ultimately the specialist will help establish the companys reputation as a provider of exceptional customer support.

Roles & Responsibilities

• Provide end to end resolutions on usual technical issues raised.
• Receiving prioritizing documenting and actively resolving issues that arises out of our products in contact center production environments.
• Work along with the support lead take up support tickets assigned probe the issue and give possible resolution within the turn around time.
• Liaise with product developers to support our products deployed at customer sites across the globe.
• Must perform technical troubleshooting on our products implemented at customer site by taking a remote session (or) by coordinating with onsite engineer.
• Might involve travel to Customer Site across the globe on need basis to perform any support related activities on our Products.
• May have to extend regular work timings and work on various time zones while working on support tasks assigned.
• May have to work in flexible work hours to accommodate global time zones especially USA.
• Report to the Customer Support Manager in Sri Lanka for project deliverables.

Required Technical Skills

• Bachelors degree in computer science Software Engineering or a related field.
• Good knowledge of Java and/
• Good knowledge of Windows and Linux ecosystems
• Good knowledge of Web & Application Servers like Tomcat and IIS
• Good knowledge of Web Basics HTML CSS & JS
• Good knowledge of SQL
• Knowledge & experience in supporting CTI or IVR or PBX or any Agent Desktop Application will be a plus.
• Having experience handling production issues in a Contact Center environment will be a plus.
• Excellent customer handling skills engineers who have worked as in-house engineers / site engineers supporting any application-based contact center products at customer sites in banks or telcos are preferred.
• Must be good in analysing application logs SQL server logs error logs and event viewer logs.
• Must be good in troubleshooting and root causing issues.

Required Professional Skills

• 3 years of hands-on industry experience in a similar role.
• High general intelligence
• Strong troubleshooting root causing and issue resolution skills
• Good written and verbal communication skills in English.
• Attention to detail and quality-oriented
• Strong sense of responsibility and accountability with a desire to take ownership
• Ability to prioritize and handle multiple tasks based on business needs
• Desire to work in a fast-paced environment.

Benefits

• Great Remuneration
• Flexible Work Arrangement
• Performance Bonus
• Private Health Insurance
• Accelerated Career Growth
• Latest Tech Equipment
• International Exposure
• Exciting Company Events