Technical Support Agent (m/f/d)

  • Product & Tech
  • Berlin, Germany

Technical Support Agent (m/f/d)

Job description

At i2x, we are building AI to help people improve the way they communicate. With a focus on speech and text analysis, we are shaping the future of communication. Our platform helps provide real-time feedback to sales and customer service representatives to assist and identify how to get improved results from their phone calls. Since being founded in early 2017 we have grown to 40 people in total coming from over 10 different nationalities. We promote a collaborative environment where we encourage everyone to bring forward ideas to help improve i2x and help shape our future.

This is how we work

  • We’re building a new product. This means: (almost) no legacy code or support! You’ll be joining us to shape i2x

  • We continuously improve the i2x product and bring our ideas to life

  • We collaborate closely with engineers from other teams. They are all excellent and you’ll enjoy to further grow our teams vision with them

How would you contribute:

  • You will be the 1st line of response to enquiries of our Customer Support Centre, related to our tool 

  • Troubleshooting a customer’s enquiry and problem solving the situation in a timely manner 

  • You will ensure that enquiries are responded to and resolved in line with the Service Levels and professionally 

  • You will deliver excellent customer service and exceed the expectations of customers that interact with i2x 

  • You will assist in the creation of FAQs and setup guides to allow our customers to easily resolve their query

  • German skills as most of our customers are German speakers.

Requirements

Your profile

  • Good communication skills

  • Willingness to learn new technologies and work in a team

  • Administration experience of Windows

  • Understanding of web services and the HTTP protocol

  • Understanding of relevant concepts like VoIP, Proxies and Firewalls and IT in general is needed

Nice-to-have

  • Experience writing technical documentation

  • Experience working in the Call Center industry, as technical support or at a help desk in a big enterprise

What we offer

  • Exciting challenges which involve a mix of advanced research and high-quality engineering  

  • High degree of autonomy

  • Ownership over your role and functional area

  • Flat hierarchy and open communication

  • Complete transparency into the rest of the company

  • Working with international, highly engaged people

  • Education budget to attend conferences or training

  • Choice of hardware

Have we sparked your interest? Then apply online! You can address your application to Eva Cortes. We are looking forward to your application.