Junior Technical Support Engineer

Summary

Join Talkie, a company creating AI voice assistants for healthcare, as a Junior Technical Support Engineer. Support internal teams and clients by managing and prioritizing support tickets, collaborating with other teams to resolve issues, verifying solutions with end-users, and proactively gathering customer feedback. Diagnose and resolve technical problems, contribute to process improvements, and communicate issues to clients. This role involves working with API integrations, VPN configurations, and telecommunication integrations. The ideal candidate enjoys problem-solving, has technical skills, understands telecommunications infrastructure and IVR, and is interested in API system integrations. Talkie offers competitive compensation, flexible work arrangements, hardware support, and benefits including private medical care, Multisport card, annual team trip, and training budget.

Requirements

• Interpersonal skills - problem-solving attitude, ease of contact, assertiveness, clear communication, quick learning and positive attitude
• You have good technical skills and experience in diagnosing, monitoring and resolving technical problems
• You understand the basics of telecommunications infrastructure and IVR
• You know or want to learn SIP trunking technology
• You are interested in system integrations via API and want to develop in this area

Responsibilities

• Support Implementation and Customer Success teams during onboarding of new clients
• Support ongoing tickets from existing clients and internal teams
• Manage, update, and prioritize the queue of tickets and backlog
• Collaborate with other teams in Talkie to resolve tickets - coordinate work, facilitate communication, collect data
• Verify the solution with end-users and close assigned tasks
• Proactively collect customer feedback on encountered problems
• Diagnose and resolve technical problems to restore service operation
• Independently resolve tickets
• Co-create and improve the support process - propose changes and improvements based on data and feedback
• Communicate problems and failures to clients according to the established process
• Cleaning, removing data and performing technical work after contract completion or change
• Resolving tickets related to: Integration of the Talkie platform with HIS systems via API, configuration of VPN connections between Talkie and medical facilities, integration with a telecommunications operator (telco) - Call Forwarding and SIP Trunking

Benefits

• Attractive salary - possibility of employment on an employment contract or B2B cooperation
• Work with a mission and impact - we are revolutionizing patients' access to healthcare in Poland and the USA
• Modern, customer-friendly technology based on AI
• Flexible work model - remotely, in the office or hybrid
• Hardware support - both for working at home and in the office (including a comfortable chair!)
• Benefits package: private medical care, Multisport card, annual integration trip, training budget
• Structured onboarding that will help you find your way in the new environment
• Mentoring and support in learning about the world of AI and conversation design