Technical Support Specialist

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About the role

We are looking for strong Technical Specialists to join our AST team to deliver the best technical customer service to our clients.

You're a team player demonstrating outstanding technical capabilities and inter-personal skills in a dynamic environment. 

Role And Responsibilities

  • Resolve technical and non-technical issues through diligent analysis, reproduction and troubleshooting
  • Respond promptly to customer inquiries.
  • Work closely with multiple internal teams: OPS, R&D, Account executives and Customer Success, to develop product enhancements
  • Participate in presentations and technical escalations with customer and partner stakeholders
  • Document procedures, processes and identify frequently asked questions
  • Work with engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
  • Interact directly with customers to understand problems areas or improvements aspects and accordingly implement solutions through product, process, systems.

Experience With

  • Product debugging, configuration, release deployment, problem simulation
  • Past experience working in L1/L2/L3 support environments.
  • Incident management tools like Jira, Zendesk, Capterra, or others
  • Has previous experience in customer interactions across geographies
  • Advance working knowledge computers/servers, operating systems, and databases such as UNIX, LINUX, Oracle, Mongo, MySQL, Tomcat, etc.
  • Basic knowledge of cloud services, SaaS models, client-server systems
  • SQL and database query and procedures
  • Cloud platforms – AWS, Azure and related container
  • Experience in data extraction, sorting and presenting
  • Conducted remote and product health check and assessment programs

Requirements for the ideal candidate:

  • Excellent interpersonal and communication skills with a customer-oriented focus.
  • Multi-tasking technical support abilities. 
  • Ability to work independently and being a team player in a technology driven environment.
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
  • Motivated self-starter and self-learner, possesses customer centric, problem-solving skills.
  • Flexible to work in a support environment, customer region work cycle, including weekends (on demand)
  • Have good experience in monitoring tools.
  • Ability to identify and implement solutions based on product features and recommend best practices based on data analysis.
  • Organized, understanding the priority levels.
  • Excellent communication, presentation (both oral and written) and influencing skills.

What Makes Verbit Unique?

Verbit’s 500+ individuals share a vision of making all video and audio content accessible to everyone. Verbit’s in-house, AI-based solutions take live and recorded audio and video to the next level with the support of 35,000 human professional transcribers. Our captioning, transcription, translation and audio description are trusted by more than 2,000 customers globally, including leading universities, corporations, legal agencies and media entities to make their content accessible, engaging and interactive!

Verbitizers are actively making the world more equitable for individuals with disabilities every day. After achieving the milestone of becoming a “unicorn company” and showcasing 6x revenue growth year over year, we are humbled and still fascinated by this ride. Verbit currently has a market cap of $2B, which is still growing. You too can join our journey toward accessibility and the reinvention of industry practices. Join our offices in New York, San Francisco, Tel Aviv and Kyiv to take advantage of flexible remote work opportunities and work with amazing people.

Do You Have Verbitzer DNA?

Verbitizers have the initiative to bring goals and dreams to fruition with a can-do attitude and the motivation of true go-getters.

We’re a group of:

  • Tech-savvy individuals who are always open to more growth and learning opportunities
  • Adaptable and flexible people who thrive in a fast-paced, startup environment
  • Creative minds who rethink and question how to outperform past results
  • Effective communicators who can promote and represent Verbit’s tech and brand

Verbit  is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.