Customer Support Engineer
Ireland
Customer Success /
Hybrid /
Remote
Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Interested to find out more about us? Check out: www.cyara.com
Want to know what it’s really like to work at Cyara? Check out this link to meet some real Cyaran’s and read about their individual career journey with us: https://cyara.com/employee-profiles/
Lets talk about your role and responsibilities
- Deliver high-quality service and support to end-users.
- Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
- Gather information and determine the issue by evaluating and analyzing symptoms.
- Identify and escalate priority issues.
- Manage support cases to enable fast resolution of inbound requests, whilst delivering quality, meeting or exceeding our customers' expectations.
- Use our ticket tracking system to work on customer requests; research, troubleshoot and identify solutions to product, software, network and hardware issues.
- Manage internal and customer-facing communication in the event of outages or incidents, and keep all parties updated on progress.
- Accurately process test calls using internal software.
- Follow up and make scheduled callbacks to customers where necessary.
- Understand the integration methods of the current technology in the client environment.
- Rotational weekend work
Let's talk about your skills/expertise:
- 1+ years proven customer service experience or customer-facing technical support experience.
- Demonstrate the ability to follow through with tasks to close.
- Demonstrated ability to work on multiple work streams simultaneously.
- You should be organized, meticulous, a communicator, a motivator, an influencer and a strategic thinker with a “can-do attitude”.
- Knowledge of IP Network fundamentals
- Understanding of telephony, VoIP (SIP), and IVR
- Excellent Analytical and Troubleshooting skills.
- Willingness to learn.
Nice to Have:
- End-user experience with CRM systems would be advantageous.
- Knowledge of VoIP (SIP)
- Understanding of Contact Centers and CTI
- Understanding of Web technologies
- Basic knowledge of Internet security
- Basic Scripting
- Understanding of Web APIs
Why you should join us:
At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.
Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day:
Deliver Excellence
Innovate Boldly
Integrity First
Embrace Curiosity
Interested? Know someone who might be? Apply online now.
Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid
