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Technical Support Specialist

2 months ago

Amman, Amman, Jordan Persona Full time
{"title": "Technical Support Engineer", "description": "Job Summary

We are seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing exceptional customer support and technical expertise to our clients.

Key Responsibilities
  • Serve as primary contact for clients post-implementation, ensuring timely and effective resolution of technical issues.
  • Continuously deepen your understanding of our product and stay updated on emerging technologies to provide expert guidance and support.
  • Address technical and business inquiries regarding product functionality, implementation, training, software configuration, user-specific issues, and other company-related matters, adhering to our service level agreements and quality standards.
  • Handle requests for product maintenance, including improvements and adjustments to machine learning models, to ensure seamless customer experience.
  • Communicate with customers via support portals or video conferencing, clearly articulating solutions and offering guidance on the capabilities of our platform.
  • Collaborate with the product and engineering teams to identify and prioritize issues, develop customer solutions, and report on technical support trends.
  • Enhance the knowledge base and help center content by integrating insights from customer support interactions.
  • Partner with other teams to provide insights on support trends and drive business growth.
Requirements
  • Familiarity with Python and SQL is a must.
  • Experience with customer support tools such as Zendesk and Salesforce is a plus.
  • In-depth knowledge of databases and familiarity with BI/analytics tools.
  • Proficient analytical and problem-solving skills, with experience in using monitoring and logging systems.
  • Proficiency in other programming languages such as Bash or JavaScript is a plus.
  • Excellent verbal and written communication skills, including active listening, conflict resolution, and customer empathy.
  • Proficiency in using troubleshooting APIs and applying API documentation effectively.
  • Fully fluent in English.
  • Skilled in the use of apps and technology.
  • Ability to commit long-term and full-time.
  • Ability to work U.S. business hours (Pacific Time, Central Time, or Eastern Time).
What We Look for in a Candidate
  • Track record of success at work or in school.
  • Ability to solve complex problems with minimal guidance.
  • Experience in high-performance work or school environments.
  • Skilled at anticipating team members' needs.
  • Willingness to work hard and persevere.
  • Intellectual curiosity and resourcefulness.
  • Professionalism.
", "lang_code": "en-US"}