Customer Engagement Specialist - Koreai

Kore.ai is a globally recognized leader in the conversational AI space helping enterprises deliver extraordinary experiences for their customers employees and contact center agents. Kore.ais nocode experience optimization (XO) platform and solutions are used by over 150 Fortune 2000 companies from banking insurance healthcare telecom retail manufacturing and other sectors serving over 100M of consumers and 500000 employees worldwide. With billions of interactions automated using our AIpowered technology we have been able to save over $500M for these companies.

Kore.ai offers a stack of conversational AIfirst nocode platform and solutions catering to customer experience employee experience and agent experience use cases. The product portfolio includes SmartAssist AIfirst cloud contact center as a service (CCaaS) BankAssist AIpowered virtual assistant for retail banking SearchAssist AIfirst conversational cognitive search engine workplace experience optimization solutions covering HR Assist IT Assist and WorkAssist product suite.

Kore.ai is recognized as a leader by the leading technology and industry analysts like Gartner Forrester IDC ISG Everest and others.

Founded in 2014 by serial successful entrepreneur Raj Koneru Kore.ai is headquartered in Florida USA. The company is growing 100% year on year and has recently secured a Series C funding of $73.5M from marquee investors including a strategic investment from NVIDIA to foster innovations in Voice AI.

With other offices in India Uk Germany Korea and Japan Kore.ai has a diverse team of 500 led by the seasoned leadership on a mission to push AI innovations to the next level to serve customers worldwide.

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Work Location: Hyderabad

JOB SUMMARY:

Kore.ai is seeking a dedicated and motivated Customer Support Representative to join our team. As a Customer Support Representative you will play a crucial role in ensuring our customers have a positive experience with our products and services. You will provide timely and effective support to address customer inquiries issues and requests ensuring their satisfaction. If you have a passion for technology and helping customers this is an exciting opportunity to make a difference in our fastpaced innovative company.

RESPONSIBILITIES

• Customer Interaction: Respond to customer inquiries and issues through various communication channels including email chat phone and social media. Provide them with tips on best practices samples and handhold on the implementation of a solution if needed.
• Issue Resolution: Troubleshoot and resolve customer problems or technical issues related to Kore.ai products and services. Provide stepbystep instructions and guidance to resolve issues.
• Issue Escalation: Escalate issues as and when required to the right teams and drive them to closure.
• Product Knowledge: Develop and maintain indepth knowledge of Kore.ais products and services to effectively assist customers and answer their questions.
• Documentation: Contribute to updates of support documentation including FAQs and knowledge base articles to assist customers in finding answers to common questions.
• Training: Stay updated on product updates and new features through training and selflearning.

EXPERIENCE REQUIRED

• 25 years of experience in Customer support Technical support.

MUST HAVE SKILLS

• Prior experience in customer support technical support or a related role is preferred.
• Strong communication skills both written and verbal.
• Problemsolving skills and the ability to think on your feet.
• Proficiency in using customer support software and ticketing systems.
• Knowledge of CRM software Zendesk HubSpot is a plus.
• Basic understanding of technology and software applications.
• Empathy and patience when dealing with customer inquiries and issues.

OTHER SKILLS WED APPRECIATE

• Customerfocused with a strong desire to help and assist.
• Excellent interpersonal and communication skills.
• Detailoriented and highly organized.
• Ability to work well in a team and independently.
• Adaptability and ability to work in a fastpaced environment.
• Strong time management skills.

EDUCATION QUALIFICATION

• Bachelors in Engineering or Masters in Computer Applications