Application Support

At Kore, we’re committed to creating the world’s best virtual assistants that run on the power of cutting-edge AI and ML. We’ve worked closely with product teams, marketing teams and sales teams to share our vision with you. If you’ve ever dreamt of being part of a dynamic start-up team that works on next-gen Conversational AI and Digital UX technology and think you have what it takes to succeed in this exciting and fast-paced environment, here’s your chance. Try Kore and check out the opportunities we have for you.

Read more about Kore in News: https://kore.ai/press

POSITION / TITLE: Application Support

LOCATION: Hyderabad

RESPONSIBILITIES

As a Service and Support Specialist at Kore, you will ensure that our customers are delighted with our customer service and ensure they are successfully using Kore. You will play a key role in the company keeping Kore’s customers happy. In order to function effectively in this role, you will also spend enough time with Kore’s Product Management, Application Development and Quality Assurance teams to understand and test the product we offer our customers. You will also be using our product on a day-today basis, so you experience what our customers are experiencing.

Customer experience with our support process is taken seriously at Kore and we look to you to help us deliver exceptional customer service to our customers. You will be championing our customers and ensuring that support incidents are handled with expertise, courtesy and skill. You will be in-charge of performing preliminary root cause analysis on the issues and escalating them to the appropriate teams based on the requirement. Besides fielding incoming support requests – problems/inquiries – you may also be required to contact customers via email (primarily) and chat or phone when necessary in order to respond to problems/inquiries. We expect to deal with a spectrum of customers ranging from individual users to teams of users from companies to small businesses and large corporations. Our goal is to provide the same attention to all and provide a customer experience that delights our customers

EXPERIENCE REQURIED:

• 3 -7 years’ experience.

MUST HAVE SKILLS

• Must have excellent spoken and written communication skills.
• Must possess previous experience in supporting web or mobile based applications/products and have demonstrable subject matter expertise on the application/product you supported.
• Should have expertise in troubleshooting customer queries and performing root cause analysis on the issues which are being raised.
• Should possess the initiative to scale up and develop sufficient expertise on our products with the internal training provided.
• You are expected to be technically savvy with the technologies in play and to the extent that you are able to provide solutions for customers; answer inquiries from customers.
• Demonstrable expertise in handling customer problems, inquiries via email, chat and phone
• You will also possess sufficient technical skills in understanding the problems / questions reported from the field and be able to explain that to other internal parties involved in resolving these problems / questions, when necessary.
• Ability to document knowledge base articles when necessary
• Should be able to contribute towards proactive measures in assuring our customer support process improves in productivity and promotes self-service solutions – such as Knowledge Base, Users Forum
• Have a genuine passion for and believe in customer support and its role in the success of a product for a company
• Must have good understanding on REST APIs, Java Script and JSON

Good to Have Skills

• Previous work experience on any bot development
• Exposure to NLP & ML
• Knowledge on various Auth process, Node JS is an added advantage

EDUCATION QUALIFICATION

• Bachelor’s in engineering or master’s in computer applications