Technical Support Engineer L2

Summary

Join interface.ai, a leading AI provider for banks and credit unions, as a Technical Support Engineer-L2. You will manage daily functions of the customer support department, provide creative solutions to customer problems, and facilitate calls to resolve technical issues. Collaboration with backend teams and documentation of queries are key responsibilities. You will analyze logs, troubleshoot issues, and report on ticket patterns. The role requires excellent communication, technical support experience, and analytical skills. Flexibility with US shifts is needed. Banking domain and chatbot experience are preferred.

Requirements

• Excellent communication skills (both written & verbal), ability to communicate updates, resolution in customer friendly manner
• Experience working in a customer facing role, troubleshoot technical issues, work along with other internal teams for resolution
• Should be from BE/BTech/MCA/Bachelor in computer science/BCA /MSc/MS field
• 2 to 6 years of technical support experience with product organizations
• Should have excellent analytical skills and critical thinking ability
• Experienced working with cross functional teams within the Org
• Extremely self-motivated, should be a fast learner
• Experience working with on-site/virtual teams
• Experience working on most common CRM/Service Desk tools like JIRA, Bugzilla, Zendesk, Zoho or anything similar
• Readiness to work in flexible working hours/US shifts
• Should be comfortable to work in US shifts
• Should have experience in Linux and SQL

Responsibilities

• Manage the customer support department’s day-to-day functions
• Provide accurate and creative solutions to customer problems to ensure CSAT
• Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
• Perform troubleshooting, do analysis, test service flows to resolve customer’s concerns
• Collaborate / coordinate with backend teams in identifying / resolving customer issues within the defined SLA
• Capture and document all queries / concerns via the ticketing tool / email/ calls
• Review all open tickets weekly, share periodic updates and feedback on tickets on a regular basis
• Escalate support cases and priority issues to management as appropriate
• Ensure KPIs are met consistently to achieve customer experience excellence
• Build strong cross-functional working relationships with internal teams
• Analyze dumps, traces, logs, working experience in Node.JS/Express.JS/Hapi.js/Koa.js, 4.NoSQL DBs and Relational Database and API to discover the root of the problems reported by consumer and premier enterprise customers
• Handle escalated issues which are usually mission critical and technically complex which include providing timely updates and analysis
• Report on ticket inflow patterns, escalation trends, top issues, and improvement opportunities

Preferred Qualifications

• Banking domain experience preferred
• Previous work experience in a chatbot space is a huge plus
• Strong communication skills