Application Support Specialist

Netomi is an AI-first customer service platform that enables companies to deliver the highest quality customer experiences while significantly reducing cost. Netomi's Relationship Operating System automatically resolves up to 80% of routine customer service inquiries, decreasing resolution time, and increasing customer satisfaction and support quality. The patented, no-code platform works across messaging, chat, email and voice, and understands 100+ languages. Netomi is based in San Francisco and has offices in New York and India.

Want to have a direct impact in solving the top challenges businesses face today? Join us!

Job Description

The Application Support Specialist at Netomi will be a Subject Matter Expert on Netomi’s offerings from Product, Technical and Business perspectives. The person will develop in-depth knowledge of the Product Offering, work in a customer-facing mode and be able to manage multiple projects at a time.

Responsibilities

• In Depth understanding of Netomi systems - AI Studio, Backend Architecture, Agent Desk Integrations.
• Understanding of business requirements for our different customers and how they can be solved through AI Studio.
• Participate in the software development lifecycle to learn the new system/feature.
• Responsible for resolving the ticket queue through Zendesk.
• Coordinating and leading troubleshooting through incident management.
• Creating documents and maintaining our internal knowledge base.
• Improving our internal processes between teams and support.
• Assist and own production setups in client environments .
• Own and report SLA and other key metrics.
• Participate in a 24x7 rotational shift.

Requirement

• Understanding of business requirements to handle clients from different industries and different geographies. 
• 2- 4 year's experience in support engineer roles. 
• 1-2 year’s working experience in Java
• Strong understanding of support agent desks (Zendesk, Gladly, Zoho, Salesorce) from an administrator role
• B.E./B.Tech / MCA in Computer Science from any premier institute
• Strong tool experience with JSON, Datadog, Postman API, Workato
• Must have Passion for delivering actionable insights
• Strong interpersonal and communication skills 
• Working experience in SAAS and Service based companies will be add on advantage
• Ability to learn and thrive in a fast-paced environment

Desired Qualifications

• Experience being in an admin role for Zendesk and API integrations.
• Experience with impacting and developing standard operating practices.
• Familiarity with the start-up environment is a huge plus.

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.