Senior Application Support Consultant

Closed

Location: India

Working Style: Remote

 

Overview

We are looking for a “Senior Application Support Consultant” who will be responsible for Sestek’s SaaS& Enterprise Conversational products’ support process. If you are passionate about solving the problems and supporting the customers, we believe that this position is just for you!

Who we are :

Sestek is a global technology company helping organizations with Conversational Solutions to be data-driven, increase efficiency and deliver better experiences for their customers. Sestek’s AI-powered solutions depend on text-to-speech, speech recognition, natural language processing and voice biometrics technologies.

What we do :

Conversational AI
We help companies use AI to automate customer processes, increase self-service rates and cut down operational costs
Conversational Analytics
We analyze all customer-agent and customer-bot conversations to help companies understand the root cause behind customer issues.
Conversational Biometrics
We benefit from the most trusted security feature; the human voice, to help companies provide faster and safer services to their customers.

What we expect :

  • Having a very good knowledge of Sestek Products on both front-end and back-end side.
  • Being able to install Sestek products for different environments (Test, Preprod and Production) with coordination of project manager,
  • Solving technical problems during projects and after the production according to service level agreements
  • Giving basic level application support to the customers (Guidance for how to use the application)
  • Responding to partner and customer enquiries through e-mail, ticket system and calls.
  • Overseeing and follow-up on open customer issues
  • Recording and manage best practice resolutions for company’s self-service knowledge base
  • Developing customer relationships through professional, dependable, and accurate interactions
  • Offering proactive communication to clients, account managers and project managers

 

Who we are looking for :

  • Bachelor’s Degree in Computer Science/Engineering or related area
  • At least 4 years of experience in support engineering
  • Minimum 2 years of experience working in handling tickets, working with project management, product management and software development teams.
  • Great to have 2-year experience of Nuance, Verint or Nice call recorder solutions.
  • Mid-level technical understanding and management of MS SQL Server and PostgreSQL Server
  • At least mid-level database querying skills (Esp. for MS SQL Server)
  • Mid-Level management skills for Microsoft Windows Servers, Installation and Configuration of its features such as IIS, .NET Framework etc.
  • Basic network knowledge (TCP, UDP protocols; MRCP, SIP etc.)
  • Nice to have understanding of DevOps environment
  • Good command of debugging and diagnostic skills
  • Common understanding of a software application architecture
  • Advanced in English both spoken and written
  • Excellent communication skills, customer orientation and organizational awareness
  • Successful in time management and compatible with flexible working hours
  • Ability to work in a fast-paced environment and can handle changing priorities

At Sestek, we believe in the power of diversity, and inclusive organizational culture. All candidates are considered equally regardless of their race, religion, color, age, sex, sexual orientation, gender identity or expression, national or ethnic origin, marital status, family status, disability, genetic characteristics.

If you would like to know more about our culture, please feel free to visit our LinkedIn life page.

**Please make sure that the CV you submit does not contain special categories of personal data (referencing race, ethnic background, political opinion, philosophical belief, religion, sect or other beliefs, outward appearance, subscription to an association or union, health, sexual life, conviction, and security measures about you). We kindly ask you to ensure that your CV does not include any personal data that you prefer not to process and that you do not attach any files that contain personal data. **