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Technical Support Specialist Tier-2

Manila, Metro Manila, Philippines
Omilia
ago
remote fulltime Dev

A visionary combination of technology and art that started from a small garage, Omilia is now home to solution architects, engineers, developers, linguists, and individuals that synergize and combine their expertise and passion to one goal; deliver unfeigned human experience through virtual communication. Omilia was recognized as a Leader in the 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms.

We are currently looking for a Professional Services/Customer Support Engineer to join our Tier 2 Support Team.

This Team is responsible for providing timely and effective 2nd tier support services to our growing customer base.

Also, this Team works closely with advanced support and operations teams to provide a rounded support service.

Your goal will be to become an integral part of the team, making every problem of the platform a problem of your own and solving it accordingly.

Core responsibilities:

  • Daily Customer Support of Omilia Products and applications;
  • Ask clients targeted questions to quickly understand the root of the problem;
  • Troubleshoot/solve problems;
  • Properly track, route, and redirect unresolved queries to correct resources;
  • Follow up with customers, provide feedback, and see problems through to resolution;
  • Evaluate and prioritize customer support cases(Jira Ticketing System);
  • Liaise with customers; participate in customer meetings/calls;
  • Train customers and staff on how to use Omilia Platform/ Products;
  • Improve existing applications by evaluating objectives and specifications, reviewing proposed changes, and making recommendations;
  • Document issues, and technical knowledge; put together information about procedures used in a repeated fashion, in the form of notes, manuals, presentations;
  • Train junior Technical Support Representatives, and customers in best practices, applications, and programs.

Requirements

  • Bachelor's Degree in Computer Science or related field, or equivalent experience, required;
  • At least 2 years of relevant experience with the support of Enterprise clients;
  • Excellent verbal and written communication skills in English with the ability to convey information clearly and accurately;
  • Experience in a customer-facing role;
  • Outstanding research skills;
  • Strong analytical and problem-solving skills;
  • Excellent time management skills and ability to prioritize and execute tasks in a high-pressure environment;
  • Experience in developing and maintaining technical documentation;
  • Knowledge of script languages such as Python, JavaScript, etc.
  • Basic Knowledge of Networking: TCP/IP, HTTPS;
  • Military obligations fulfilled (Greek).

Will be a plus:

  • Multilingual (preferred languages German, Spanish, Portuguese);
  • Excellent interpersonal and customer service skills;
  • Εxperience with Conversational AI and/or contact centers;
  • Familiarity with help desk software usage (eg. Jira);
  • Ability to explain technical issues to technical and non-technical employees and customers;
  • Experience in telephony protocols such as SIP or VoIP.

Benefits

  • Fixed compensation;
  • Long-term employment with the working days vacation;
  • Development in professional growth (courses, training, etc);
  • Being part of successful cutting-edge technology products that are making a global impact in the service industry;
  • Proficient and fun-to-work-with colleagues;
  • Apple gear.

Apply Now