Hybrid Product Support presso Kore.ai

POSITION / TITLE: Software Engineer/Senior Software Engineer

As a Product Support Specialist at Kore.ai, you will ensure that all assigned tickets or tasks are completed within SLAs defined by Kore leadership. You will also need to ensure that customers are satisfied with the level of support provided and their inquiries or issues are resolved.

RESPONSIBILITIES:

• Understand the Kore.ai support process and ensure all instructions are followed religiously and meticulously.
• Ensure unambiguous, comprehensible, and concise communication to customers as well as internal stakeholders in grammatically correct English.
• Ensure a defined Service Level Agreement is followed for appropriate tickets.
• Handle screen-sharing web conference calls customers for remote diagnostics and triage of reported issues.
• Document problems and their solutions accurately in knowledge base articles.
• Provide customer support for all product lines of Kore.ai.
• Work seamlessly with other teams like: Professional Services, Engineering, Product Management, DevOps & QA etc. towards resolution of assigned tickets and tasks.
• Adapt to support shift and schedule defined by the leadership.

EXPERIENCE REQURIED:

2-6 years’ experience.

MUST HAVE SKILLS

• Relevant experience in delivering customer support for a web or mobile application-based product.
• Ability to track and resolve support issues as per SLA.
• Ability to implement product features and sanity test defect fixes, and documenting results.
• Ability to collaborate across the teams as required for resolving tickets/ completing assigned tasks.
• Ability to gather information systematically and efficiently in order to perform Root Cause Analysis.
• Ability to analyze logs for effective troubleshooting.
• Ability to program in at least one programming language.
• Ability to work with at least one ticket tracking tool.
• Ability to answer inquiries from customers and work with the right points of contact to gather knowledge if required.
• Ability to handle customer problems and inquiries via email, chat, and phone
• Ability to articulate in an unambiguous, comprehensible, and concise manner using grammatically correct English.
• Ability to be self-organized, proactively track own work, and report status to the reporting point of contact without need for follow-up.
• Ability to work as per set priorities by the manager/ lead.
• Ability to show empathy to customers and adapt to difficult and unfavorable situations.
• Ability to escalate matters at the right time to the right stakeholders.
• Ability to adapt to working in shifts as required.
• Ability to be a good team player and treat all team members – peers, juniors, and seniors with respect.
• You will work from our India operations office located in Hyderabad, Telangana.
• Ability to quickly learn various technologies, techniques, tools, and scale as and when needed.
• GOOD TO HAVE SKILLS
• Previous working knowledge of Node.js, HTML, and CSS.
• Basic understanding of Linux.
• Basic working knowledge of tools like Postman and API testing
• Knowledge of web and application servers.
• Knowledge of these tools is preferred: Zensesk, Husbpot, JIRA, Visual Studio Code.
• ITIL Fundamentals or above a strong plus
• Knowledge of other global languages
• Basic Java/Scripting knowledge.
• Knowledge of web and mobile based enterprise applications.
• Knowledge of Web Services, API's (Functionality), SDK's and tools usage like the Postman, VS Code, etc.
• Basic Knowledge of Node.js, Browser Console/DevTools [Eg: https://developer.chrome.com/docs/devtools/]
• Ability to articulate and summarize complex issues both verbally and in writing.
• Basic Java/Scripting knowledge- basic coding and ability to read and understand.

EDUCATIONAL QUALIFICATION

Any graduation degree (Technical degree like Computer Science, MCA, Electronics etc. preferred) and above.