Technical support engineer (offline)

Required skills
— Good knowledge of English, both spoken and written, as you mostly be communicating with English speaking customers;
— Willingness to provide guidance and care about the client;
— Positive, initiative and open-minded person;
— IT background and support experience is a must;
— Must be able to maintain a specific level of punctuality;
— Frustrated people should make you compassionate, and you should enjoy the process of turning an anxious customer into a happy one;
— You have to be a good writer who enjoys the process;
— Must be able to provide quality customer service even to difficult or abusive customers, on occasion, while still maintaining a strict level of professionalism;
— Must be able to conduct data search efficiently and effectively while working within specific time constraints;
— A stable internet connection. (no-less 100mbps, backup internet channel);
— Must be in Kyiv or willing to relocate here.

As a plus
— Experience in Monitoring Systems such as Nagios/Icinga/Zabbix or Sensu/Prometheus/Grafana;
— Experience in Web and Application Server Tools administration;
— Familiarity with Networking: firewalling, VPN, TCP/IP, HTTPS, SSL protocols, DNS;
— Experience in developing and maintaining technical documentation;
— Familiarity with Cloud concepts such as AWS/MS Azure or Google Cloud Platform;
— Linux OS extended experience;
— Basic knowledge of telephony protocols such as SIP or VoIP.
— Basic knowledge of databases, SQL DBMS;
— Familiarity with help desk software (eg. Jira);
— Basic skills in Bash.

We offer
— A full-time remote position which will require availability to work 40-hours per week;
— Mostly 8-hours working shifts (including night & weekend shifts fairly divided between all 24/7 team members);
— 2 days off per week guaranteed;
— Attractive compensation package;
— Salary will be fixed in US Dollars;
— 24 vacation working days;
— Loyalty bonus 15% from fixed salary;
— Healthcare plan;
— Parking slots near the office;
— English language courses;
— Development in professional growth (courses, trainings);
— With Omilia, you will work within a great team of likeminded young people, working hard and enjoying every bit of it, contributing to drastic shifts in how consumers communicate with organizations all over the world!
— With Omilia you will be able to travel to Greece for team buildings at our amazing HQ offices!

Responsibilities
— Work across multiple platforms and products and respond to inquiries from the customers according to the SLAs;
— Be well-versed with the company’s Knowledge Base and perform an effective search for helpful information;
— Work independently on the incoming requests and identify the need for assistance when necessary in accordance with the SOPs;
— Run a background check of the previous cases reported by the clinic;
— Build meaningful custom responses with regard to support case history;
— Gather context information and store it in Ticket Properties and Private notes of the ticket;
— Work on increasing the KB as per the assignments from KB coordinator and KB ambassador in support;
— Work on Trello tasks when required;
— Attend support meetings;
— Keep track of the articles in Support Digest and consider them in the process of work.

About Omilia Natural Language Solutions UA Ltd

At Omilia we live by the conviction that good technology is invisible to the final user. Our Natural Language Understanding platform, DiaManT® allows the enterprise to finally reap the benefits that artificial intelligence and natural language have been promising for years.
Our technology delivers customer care in a conversational user interface, with end-to-end self-service that greatly improves the customer experience and significantly decreases operational costs.
DiaManT® delivers a unified and seamless user experience across all channels, with voice, text, and touch. Facilitating immediate transactions, with easy and effective self-services in the Call Center through the IVR, on websites through Chat, and through Virtual Assistants in mobile apps.
With current operations and installations in more than 9 countries, including the US and Canada, and case studies with some of the biggest banks and telcos of the world, Omilia sports the fastest growing NLU solution in the market.
To learn more about Omilia visit omilia.com

Company website:
https://omilia.com/