Customer Support Associate II
SparkCognition catalyzes sustainable growth for our clients throughout the world with proven artificial intelligence (AI) systems, award-winning machine learning technology, and a multinational team of AI thought leaders. Our clients are trusted with advancing lives, infrastructure, sustainability, and financial systems across the globe. They partner with SparkCognition to understand their industry's most pressing challenges, analyze complex data, empower decision-making, and transform human and industrial productivity with scalable AI solutions to solve the problems that matter most.
The Customer Support Associate II is responsible for resolving challenging, potentially high-impacting customer situations with a high level of tact and understanding. The Customer Support Associate will also take ownership of the technical support related to driving customer satisfaction by proactively managing and resolving technical issues for our customers through email-based support.
Join us and start:
You'll have:
Nice to have:
SparkCognition is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. SparkCognition prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
The Customer Support Associate II is responsible for resolving challenging, potentially high-impacting customer situations with a high level of tact and understanding. The Customer Support Associate will also take ownership of the technical support related to driving customer satisfaction by proactively managing and resolving technical issues for our customers through email-based support.
Join us and start:
- Providing exceptional customer service while responding to tickets, email and all requests for technical support using Salesforce
- Conducting basic troubleshooting using standard guides/questionnaires to resolve issues and meet
- Collecting customer troubleshooting data as needed
- Conducting customer phone calls as needed for troubleshooting
- Solving common problems such as installation and desktop setup issues
- Providing standard customer support and satisfaction metrics and ensure daily support team overlap communication
- Representing the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
- Working in a fast-paced, collaborative environment to support deployment, integration, and maintenance of SparkCognition software products
- Managing a diverse and complex scope of support issues directly related to the use, support, and implementation of SparkCognition products and solutions
- Effectively interacting with the engineering teams to provide solutions to complex technical issues
- Sharing best practices with other team members to enhance the quality and efficiency of support
- Maintaining and expanding working knowledge of SparkCognition products as well as their integration and methods of support delivery
You'll have:
- A minimum of 2+ years of related experience or college degree
- Software and/or hardware firewall implementation and management
- Endpoint security experience, troubleshooting, including design, implementation, and management
- Microsoft Windows, macOS, Linux, including the ability to troubleshoot services, applications, and drivers
- Familiar with SSL communication and other encryption technologies
- Troubleshooting client/server applications
- Some experience with Microsoft SQL, connection, and simple queries
- Some experience with Python and/or other programming languages and concepts
- Ability to communicate effectively both verbally and in writing
- Security network and systems related professional certifications are a plus
- Able to debug problems and deliver solutions with a high level of customer satisfaction
- Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic
- Excellent time management skills
- Ability to present to small groups of technical individuals
- Enjoys problem-solving and displays an eagerness to learn new technologies/skills
Nice to have:
- Experience with virtualization environments (VMware, AWS, Azure)
- Security (including anti-malware) tools, technologies, and processes
SparkCognition is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. SparkCognition prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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