Who are we?
Afiniti is the world’s leading applied artificial intelligence and advanced analytics provider. Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability.
Afiniti operates throughout the world, and has measurably driven billions of dollars in incremental value for our clients.
As a Technical Support Engineer, your purpose is to assist our customers 24 hours a day, 7 days a week, 365 days a year.
You will be responsible for providing Afiniti’s technical support to customers via phone, web, email, chat and other support channels as required.
Provide initial assessment of urgency and business impact on all support helpline calls and emails
Record internal and external client service requests, incidents and change requests into system and communicate ticket ID to client for their follow up
Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the incident
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Maintain overall ownership of client’s issue and service, ensuring that they receive resolution within a committed SLA
Perform comprehensive root cause analysis and advise how to avoid such incidents in the future
Record incident resolution in system and communicate to all stakeholders
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Document knowledge in the form of knowledge base tech notes and articles
The ideal candidate will have
Fluency in English spoken & written
Theoretical understanding of Databases (MS SQL and MySQL), Client / Server Operating Systems, Networking and IP Telephony
Experience of using ticketing systems JIRA, Remedy, ServiceNow, etc
Excellent written and verbal communication skills
Flexible approach to work and problem solving
The ability to work flexible hours including weekends to provide 24 / 7 team coverage
Excellent communication and customer service skills
Excellent telephone mannerisms
The ability to explain complex technical issues to non-technical staff
The ability to work proactively with little direct supervision
A commitment to continual professional development
A Team player
Experience or knowledge of working in ITIL framework
Education & Qualifications
Bachelor’s Degree - Computer Science graduates
Salary & Package
As well as a competitive base salary dependent on the number of years of experience, we also offer Corporate benefits.