DigitalGenius is hiring a

Support Engineer

DigitalGenius is the AI platform that puts your customer support on autopilot by understanding conversations, automating repetitive processes and delighting your customers. The platform is powered by deep learning that understands your customers’ objectives, then drives automated resolutions through APIs that connect seamlessly to your own backend systems. This is the practical application of AI that delivers the concrete ROI you’ve been waiting for.


Here in the London Office, we are seeking a Support Engineer to join our team! As a Technical Support Engineer, you’ll work within our Delivery team to provide technical support and guidance for customers related to the installation, troubleshooting and integration of DigitalGenius products and supporting technologies.


The position provides direct assistance to our users and is responsible for fielding phone calls, emails, live chat and requests directly from customers, as well as delivering Tier 1 and 2 technical support to our customers.


Experience in SaaS required to be considered for this role


The role will involve:


  • Providing technical support to customers via phone, email and online
  • Building and managing strong customer relationships
  • Resolving issues efficiently by utilizing appropriate resources
  • Leading outbound communication from Community Support Portal
  • Ensuring internal and external compliance to DigitalGenius support process
  • Logging, monitoring and tracking of tickets on Community Support Portal
  • Provide Tier 1 screening and triaging to ensure customers request contain all required information to properly investigate and troubleshoot
  • Ask customers targeted questions to quickly assess the root cause of the problem and enable resolution in a timely manner
  • Properly allocate unresolved issues to appropriate internal teams
  • Deliver high-quality customer experience through timely response and resolution to tickets
  • Monitor Support KPI as well as meeting and exceeding customer service KPIs including CSAT and SLA
  • Prioritise and manage several open issues at one time
  • Document technical knowledge on internal knowledge base
  • Utilise available documentation and resources to identify and resolve customer issues quickly and effectively
  • Build on existing support documentation to help future customers resolve issues themselves
  • Build, develop and maintain Community Support Portal FAQ page related to Tier 0
  • Maintain excellent case documentation to improve troubleshooting and resolution
  • Track lessons learned and share Support best practice
  • Lead RCA sessions and ensure consistency on the way RCA is communicated to customer when required
  • Own and maintain weekly Support KPI reporting
  • Other duties and special projects as assigned

Requirements

  • Experience working for a SaaS company preferred
  • At least 3 years of customer facing support experience
  • Advanced Zendesk knowledge
  • Experienced in monitoring, tracking and challenging Support KPIs
  • Dedicated and passionate about customer satisfaction and success
  • Strong customer management skills
  • Consistent, thorough with strong analytical and problem-solving abilities
  • Excellent organizational and time management skills
  • Able to multitask and work under pressure
  • Dynamic and resourceful
  • Strong team player
  • Excellent verbal and written communication skills
  • Ability to communicate technical details to a non-technical audience
  • Proven propensity to learn new technologies
  • Additional languages are a plus
  • Flexible hours might be required on some occasions

Benefits

  • Experience in a rapidly growing, diverse and one of the best startups in the AI industry
  • Competitive salary
  • Generous vacation days, public holidays and sick leave
  • Pension Scheme
  • Gym membership at Third Space in Canary Wharf or Travel Contribution
  • Company MacBook
  • Company Cycle Scheme
  • A free selection of teas, coffees, juices and freshly baked cookies everyday
  • Sponsorship to attend relevant worldwide conferences and trainings
  • Freedom to experiment with your ideas and develop your skills
  • Great working environment in Canary Wharf with stunning views of London
  • US/UK Team Summits
  • Need anything? We are committed to your success as we know that it equates to ours so anything you need to do your job well? Just ask!
  • Ownership and Meritocracy: We aren't clock watchers and work in a highly results-driven way. So, you can expect full autonomy to experiment with your ideas and meritocracy from us.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

Other jobs at DigitalGenius