Customer Success Engineer

About Prophy:

Prophy is a state-of-the-art knowledge management platform that specializes in expert finding. Our extensive database, which includes over 160 million academic publications, connects organizations with leading researchers and experts across various fields.

Description:

We are seeking for a motivated individual to join our growing team who can sit at the interface between our clients and our development team. In this role, you will ensure our customers have a seamless experience when using our products and services. You will be responsible for liaising between the technical team and some of our biggest clients in order to develop our current product line, resolve customer issues, and maintain strong customer relationships.

What you will be doing:

• Proactively identify and address potential customer concerns and/or trends.
• Collaborate with product development to relay customer feedback and improve and develop product features.
• Provide technical support to customers via email and voice/video services (mainly email)
• Collaborate with the technical teams to escalate and resolve complex technical problems.
• Troubleshoot and resolve issues related to our products and services.
• Assist in creating and maintaining knowledge base articles and documentation.
• Set up configurations and workflows via wizards or backend scripts to customize our products for customers.
• Efficiently batch upload documents and manage the associated processes.
• Document and track customer issues in the support ticketing system.
• Analyze the results of setups, identifying and addressing any issues that may arise, especially in complex or unique cases.

Skills you should have:

• You should have a basic understanding of Linux including ssh, scp and APIs. A knowledge of Natural Language Processing and document embedding is an advantage.
• You have strong English speaking, reading and writing, which will be tested during the application process.
• You have good presentation skills and are able to convey complex processes in a simple and clear fashion.
• You work well independently.

What we can offer:

• Flexibility: The position is fully remote.
• No bureaucracy - We are a small team where new ideas quickly grow in to new products and new releases. See your work make an immediate impact.
• You will be able to grow professionally, with the opportunities to work in Machine Learning, tech and on the client side, working with with some of the biggest publishing houses and funding agencies in the world.
• Competitive salary.

About Prophy Science

Prophy Science - NLP/ML-стартап, який вміє розуміти, знаходити та рекомендувати наукові статті та експертів. Ми допомагаємо бізнесу й академічному середовищу триматися на вістрі прогресу й рухати його вперед

Company website:
https://www.prophy.science/