Technical Support Engineer

Kommunicate is an AI-powered automation platform designed for customer support. It enables businesses to offer instant, accurate, and personalized solutions to their customers through a comprehensive stack of generative AI-powered chatbots, live chat, and help center solutions.

Website: https://www.kommunicate.io/

Responsibilities:

Understanding Customer Requirements:

• Interact with customers, and collaborate with sales teams to gain a deep understanding of customer needs and challenges.
• Analyze and interpret technical requirements to align with the capabilities of the product, and solve customer’s problem.

Product Setup and Configuration:

• Take a hands-on approach in setting up, integrating and configuring the AI Chatbot and
  product for customers.
• Provide guidance on customization options to meet specific customer requirements.

Technical Support and Issue Resolution:

• Act as a technical point of contact for customers during the onboarding process and beyond.
• Handle support inquiries through chat, email, and Zoom calls, providing timely and effective solutions.

Investigate and troubleshoot technical issues reported by customers:

• Collaborate with internal teams to address and resolve bugs, ensuring a positive customer
  experience.
• Keep customers informed about the status of reported issues and resolutions.
• Help customers in debugging and coding HTML, CSS, Javascript code in order to customize
  the product as per customer requirements.

Documentation:

• Create and maintain technical documentation, including setup guides and troubleshooting
  procedures.
• Provide clear and concise instructions for customers to follow.

Continuous Learning:

• Stay updated on product enhancements, industry trends, and emerging technologies specially around Customer Experience (CX) and AI chatbot space.
• Share insights and feedback with the product development team for continuous improvement.

Qualifications:

1. Bachelor’s or Master’s degree in Engineering, or a related field.
2. Proven experience in a customer-facing technical role, such as Solution Engineering or Technical Support.
3. Basic knowledge of HTML, CSS and Javascript/Python, SQL
4. 1-2 years of experience in any role out of customer support, customer experience, technical support, development or QA role in a tech company.
5. Strong problem-solving skills and the ability to troubleshoot complex technical issues.
6. Excellent communication and interpersonal skills.
7. Familiarity with integration processes and customization of software solutions.
8. Experience with support tools and technologies.
9. Ability to work independently and collaboratively in a dynamic environment.

This job role might needs night shift as well.

Benefits of working at Kommunicate:

1. Freedom to choose the way you work.
2. Competitive salary
3. 15 WFH in every quarter
4. Additional 3 days of (menstruation) WFH to female employees
5. Family health Insurance
6. Personal Accidental Insurance
7. An enhanced employer contribution pension scheme
8. Paternity & Maternity Leaves
9. Team events and company offsites
10. Company Laptop
11. Equity benefits