Technical Support Engineer

2 weeks ago

Singapur, Singapore Vonage Full time

About Vonage and the Vonage Conversational Commerce application

Vonage, a leading global cloud communications company, specializes in accelerating digital transformation. Through the Vonage conversational commerce application, businesses can now create advanced AI-driven omnichannel experiences that not only increase sales but also enhance customer satisfaction.

Renowned enterprises such as Disney, Unilever, Jollibee, Samsung, BMW, Reckitt Benckiser, Dyson, and Loreal rely on this comprehensive conversational commerce and shopper engagement solution. Jumper enables the creation of seamless omnichannel, messaging-centric customer engagement and shopping experiences across various platforms including social media, messaging apps, and websites like WhatsApp, Messenger, Instagram, iMessage, Twitter, SMS, LINE, Viber, Telegram, Brand website, and more.

Vonage has established its top-tier global Support teams by recruiting individuals with a blend of technical expertise, exceptional customer relationship skills, and a strong dedication to continuous learning. We empower our Support Engineers to deliver a remarkable customer experience that leaves a lasting impression, fosters loyalty, and turns users into brand advocates.

As a Technical Support Engineer for Jumper AI, you will be responsible for providing exceptional technical support to our rapidly expanding client base that relies on our conversation commerce engagement platform. Collaboration with sales, product, engineering, and other Vonage teams is key to your success.

Responsibilities

  • Providing customers with swift responses and resolutions, ensuring excellent communication to exceed their expectations of Vonage service.
  • Analyzing Conversational Flows and employing an analytical mindset to troubleshoot and resolve technical issues related to our Jumper APIs.
  • Going the extra mile for customers, doing whatever it takes to ensure their success.
  • Documenting knowledge for customers who prefer self-service issue resolution.
  • Following established processes unless there are opportunities to tailor our approach for better customer outcomes.
  • Demonstrating a thirst for knowledge to understand system operations and identify areas for enhancement.
  • Collaborating closely with various teams including developers and product managers to identify and address technical issues, as well as provide input on product challenges and defects.

Technical Skills

  • Preferred candidates should possess experience in technical support within cloud communication, conversational commerce, or AI/ML technology domains.
  • 1-3 years of technical support experience, preferably in Google Cloud Platform, Communications Platform (CPaaS), B2B SaaS platform, Conversational Commerce, or AI/Machine Learning Technologies.
  • Proficiency in SQL and non-SQL databases to comprehend data storage and retrieval processes within the platform.
  • Familiarity with REST APIs and webhooks.
  • Proficiency in scripting languages such as Python and JavaScript, experience with React is a bonus.
  • Experience with CRM tools like Zendesk, JIRA, or Confluence would be an advantage.
  • Excellent written and verbal communication skills.

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