Technical Support Analyst
Hybrid / Ipswich or London

AI-powered intelligence you can trust.

Creovai brings together best-in-class conversation intelligence and real-time agent guidance so contact centers can turn insights into action.

We're searching for an experienced Technical Support Engineer with superb troubleshooting and analytical skills who can solve complicated issues quickly. This is a great opportunity if you value working in a global, dynamic and highly collaborative environment and want to join a team where your skills are celebrated, and you can make a real impact.

To be considered for this role, you must reside within a commutable distance of either our Ipswich (preferred) or London office.

What you’ll do:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Answer questions and troubleshoot technical issues related to Creovai’s applications

• Drive resolution to issues in the most accurate and efficient manner while meeting or exceeding Creovai’s SLA standards.

• Triage tickets, as needed, perform escalations to appropriate teams, and provide all necessary details to ensure the teams are equipped to assist the customer.

• Develop and maintain a deep understanding of Creovai's product offerings to effectively respond to incoming customer inquiries and issues.

• Assist with quality assurance, troubleshoot technical issues, and customer coordination during implementation.

• Monitor application errors, investigate issues, determine actions(s) required for that error.

• Collaborate with the Customer Success, Account Management, Engineering and Infrastructure team where needed to coordinate contact with customers to relay issue management and resolution to the customer at each stage.

• Ensure proper ticket classification & documentation within Zendesk.

• Verify and report bugs into the bug tracking system.

• Document repeatable ticket issues in the knowledge base for future use by other support members and to expose as customer facing articles for self-service

• Join the out of hour support rotation to take OOH calls from customers when needed

What we’re looking for:

• Previous experience in technical customer support required; previous SaaS experience preferred.

• Strong technical skill set including a demonstrated understanding of software technologies, web functionality, troubleshooting, and data file processing.

• Ability to effectively communicate verbally and in writing, including documentation steps in understandable terms.

• Experience with setting up and managing internal and external meetings aimed at resolving support issues.

• Extremely fast learner with superb troubleshooting and analytical skills to solve complicated systems and application issues quickly.

• Comfortable with a fast-paced environment, ability to self-manage, and handle multiple concurrent tasks.

Systems experience:

• Zendesk (or similar) required including administration & reporting

• Jira preferred

• Service Now preferred

• Experience with configuring low-code platforms

Technical skill & experience:

• Familiar with various data formats (JSON, XML, CSV, Metadata)

• Experience with REST API configurations, SFTP, Cloud storage solutions, and batch processing

• Knowledge of JavaScript, IIS, Windows, SQL

• Working knowledge in firewalls, networks, Cloud Technologies, and SAAS applications

• Working knowledge of application integrations via export/import/ETL jobs or APIs

Occasional travel, domestically and internationally, may be required based on business needs.

At Creovai, we embody the spirit of CREATE. Our core values guide everything we do: Character defines our integrity and ethics; Relationships foster trust and collaboration; Excellence drives our pursuit of perfection; Agile empowers us to adapt quickly to changing conditions; Transformative inspires us to embrace innovation; and Enjoy means we have fun in the process!

Creovai is committed to a diverse, equitable, and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other category that is protected by law.

All employment offers are contingent on successfully passing a background check and drug screen.

Join us! Learn more about us and our product at www.tethr.com