Artificial Solutions® is the leading specialist in Natural Language Interaction (NLI), a form of Artificial Intelligence that allows people to converse with applications and electronic devices in free-format, natural language, using speech, text, touch or gesture. Delivered through Teneo® – an ultra-rapid NLI development and analytics platform – we deploy sophisticated, humanlike natural language applications for use on Mobile, Web and Computing. We are looking for a Technical Support Consultant with a passion for technology and ability to provide excellent products support for our customers. You will be part of our expanding Product Support team, supplying the first point of contact to external and internal Customers & Partners to provide effective and timely resolutions for technical and application issues relating to our Teneo Natural Language Software Development Platform. You will also provide the interface to other areas within the business to ensure all non-core product related issues are routed efficiently. The position will focus on: • Providing 1st/2nd line diagnostic and trouble-shooting assistance and resolutions with customers • Ensuring all support requests are correctly logged in the ticketing system detailing all appropriate information needed for each support request. • Escalating issues to other members of the Support Department when issues are above and beyond their capabilities. • Producing key support documentation as required ensuring all support processes and procedures are kept up to date. • Providing training of the support process to internal and external customers. • Providing assistance / backup to Internal IT remotely covering all Artificial Solutions territories. • Preparing FAQs, ‘how to‘ documents, knowledge articles and other support documents to be used by internal and external customers. Education: IT o Computer Science studies are preferred. Experience /Skills: • Previous work experience in a technical customer support role, preferably within software company. • Understanding of IT concepts and strong interest for technology is a must have. • Previous participation in developing support processes and procedures is desirable • Understanding of ITIL framework is preferred. Languages: • Fluent English, both written and spoken level. Personal Skills: • Strong interpersonal skills with the ability to communicate effectively (written and verbal) with both technical and non-technical personnel. • A desire to ensure excellent customer service at all times. • Ability to deal with pressure and maintain a consistently positive and pleasant attitude. • Ability to work well in a team and on own initiative • Self-starter and goal oriented with excellent time management skills. • Flexibility to work on a shift rotation basis between the operating hours of 9am and 12.00am What we offer: • Competitive salary package. • Excellent career development in a growing company. • Outgoing, dynamic and international work environment.
Experience /Skills: • Previous work experience in a technical customer support role, preferably within software company. • Understanding of IT concepts and strong interest for technology is a must have. • Previous participation in developing support processes and procedures is desirable • Understanding of ITIL framework is preferred. Languages: • Fluent English, both written and spoken level. Personal Skills: • Strong interpersonal skills with the ability to communicate effectively (written and verbal) with both technical and non-technical personnel. • A desire to ensure excellent customer service at all times. • Ability to deal with pressure and maintain a consistently positive and pleasant attitude. • Ability to work well in a team and on own initiative • Self-starter and goal oriented with excellent time management skills. • Flexibility to work on a shift rotation basis between the operating hours of 9am and 12.00am