Messaging Agent

What You Will Own

• Multitask in a fast-paced, dynamic environment.
• Learn and retain knowledge of new and existing services offered by the company in order to assist with support requests related to:
• Our messaging platform — a web-based application used to accept incoming conversations and manage settings of each unique account.
• Our open-platform concept — an API-based approach that allows customers to customize their solutions.
• Respond to support requests received via messaging.
• Work with global customers to resolve complex technical issues and maintain high customer satisfaction.
• Provide technical support, ensuring that department goals are achieved.
• Follow the escalation process: promptly identify cases to be escalated and ensure cases are prepared for escalation (thoroughly investigated and documented).
• Provide ongoing feedback on product usability and suggestions for improvement and provide technical leadership.

What you will learn

• Become an expert on the proprietary Conversational Cloud messaging platform.
• How to determine the root cause of varying issues on the customer’s website.
• How to investigate errors using Developer Tools, ElasticSearch (Kibana), and other troubleshooting tools.
• How to investigate API-related issues.
• Expand your technical troubleshooting capabilities.

What You Need for Success

• Proven customer service and technical troubleshooting skills with Enterprise level clients.
• Excellent written and verbal communication skills in English.
• Self-learner with the ability and desire to acquire new knowledge and work with new technologies.
• Basic knowledge in troubleshooting SaaS applications.
• Basic knowledge of Networking (Firewall, ipconfig, etc.).
• Basic knowledge of HTML, JavaScript, CSS.
• Basic browser knowledge — cache, cookies, network tab/dev tools.
• Advantage: reading/writing basic SQL queries.
• Advantage: experience working with API requests/responses.

Benefits

• Health: medical, dental, and vision.
• Time away: 28 vacation days.
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Additional: Food Vouchers.