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WE'RE HIRING

TECHNICAL SUPPORT ENGINEER

About Jacada

At Jacada, we help enterprises significantly reduce their customer service operations costs by deploying automation solutions and intelligent customer self-service. Our solutions enable organizations to deliver an autonomous customer experience, from guiding the contact center agents and automating their manual tasks to fully automated self-service for the customer interactions.

Position Summary

Provide technical support for Jacada products and deliver high-quality customer service to our customers.  2+ years of experience with customer-facing technical support (application, OS, or Networking). The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience. We are seeking a self-starter with a strong sense of ownership who thrives in a fast-paced, dynamic environment.

Experience

Bachelor’s degree in Computer Science or related field/discipline.

Specific Responsibilities

Work on product related issues being reported by our customers external and internal.

Schedule and attend customer conference calls to review outstanding support incidents.

Accordingly prioritize the case incidents reported.

Oversee the case incident creation and resolution process.

Provide level 1 problem analysis, research, and resolution of Jacada product issues to customers.

Assist in providing responsive, direct telephone technical support for products.

real time agent assist

Supervision:

Supervision Received:

Must follow established steps and procedures

Supervision Exercised:

Supervise product incidents reported on the daily bases to resolution.

Contact/Relationships

Within:

Other team members for consultation

Other groups within Jacada for cross-product integration

Professional Services

Documentation staff

R&D - Product information and reporting problems

Presales/Sales staff - On-site support and sensitive customer situations

International affiliates – Support/R&D/QA

Outside:

Customers - support activities and user group meetings

Minimum Job Qualifications

1-3 years of technical support or Professional Services relevant work experience.

B2B SaaS and enterprise software experience.

Familiarity in technical environments, preferably software.

Creative, resourceful, detail-oriented and well organized.

Proven track record of demonstrated ability to conduct deep dives and find solutions.

Able to prioritize and promptly respond to customer issues/requests.

Familiarity with high availability environments and strong Infra experience

Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences

Familiarity with scripting languages (Node.js, JavaScript, etc.) and object oriented programming languages is a Plus.

Experience with computers/servers, operating systems and databases to include UNIX, LINUX, Oracle, Mongo, and MySQL.

Apply Now!

Apply with resume by email to: [email protected]

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