Customer Support Specialist II
WFA Digital Insight
As the demand for exceptional customer support specialists continues to rise, with a 25% growth in remote support roles in the last year, Ocient's Customer Support Specialist II position stands out. With a strong focus on technical liaison and collaboration, this role requires a unique blend of technical expertise and interpersonal skills. In a market where 80% of companies consider customer experience a key differentiator, Ocient's commitment to delivering trusted AI solutions at scale makes this an exciting opportunity for those passionate about making a real impact. Candidates should be prepared to demonstrate their ability to work in a fast-paced, distributed environment, with a strong understanding of system administration and support operations.
Job Description
About the Role
The Customer Support Specialist II role at Ocient is a critical position that requires a technical liaison between Engineering and customers. As a key member of the customer support team, you will be responsible for resolving complex customer issues, collaborating with internal teams, and driving customer satisfaction. You will work closely with the Senior Customer Operations Manager and other stakeholders to ensure seamless communication and effective issue resolution.The ideal candidate will have a strong technical background, excellent communication skills, and a passion for delivering exceptional customer experiences. You will be working in a remote-first environment, with a team that values collaboration, innovation, and customer-centricity.
What You Will Do
- Work on customer-facing projects, ensuring timely and effective resolution of customer issues
- Collaborate with internal teams, including Engineering, to resolve complex technical issues
- Enter an on-call rotation for customer issues, providing 24/7 support
- Help triage customer tickets, prioritizing high-volume issues and ensuring prompt resolution
- Document root cause analysis, identifying areas for process improvement and implementing changes
- Gain expertise in Ocient solutions, staying up-to-date with the latest product developments and releases
- Reports to leadership and external teams, providing regular updates and insights
- Assist Level I Customer Support Engineers with diagnosis and resolution of complex problems
- Participate in issue and feature validation, collaborating with internal teams to ensure seamless communication
What We Are Looking For
- BS or MS in Computer Science, Computer Engineering, or a related field
- 5-6 years of experience in customer support or a similar role
- Strong understanding of system administration and support operations
- Experience with SQL and Database Administration in a Linux/Unix environment
- Advanced troubleshooting and log analysis skills
- Hardware/Linux Kernel knowledge and Linux OS proficiency
- Network troubleshooting and query analyzers/query tuning experience
- Experience with Python and setting up infrastructure in a data center
Nice to Have
- Experience with cloud-based technologies, such as AWS or GCP
- Knowledge of agile development methodologies and version control systems
- Certification in ITIL or a related field
- Experience with customer support software and ticketing systems
Benefits and Perks
- Competitive salary and benefits package
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Flexible working hours and remote work options
- Access to cutting-edge technologies and tools
- Recognition and reward programs for outstanding performance
How to Stand Out
- To stand out in this role, focus on developing your technical skills, particularly in areas like SQL, Linux, and Python. Consider taking online courses or certifications to boost your knowledge.
- When applying, make sure to highlight your experience in customer support, especially in a technical context. Emphasize your ability to work collaboratively and communicate effectively with both internal teams and external customers.
- Prepare for the interview by reviewing common customer support scenarios and practicing your troubleshooting skills. Be ready to provide specific examples of how you've handled complex customer issues in the past.
- Don't underestimate the importance of soft skills, such as empathy and communication. Show the interviewer that you can balance technical expertise with a customer-centric approach.
- If you're new to the field, consider building a personal project or contributing to open-source projects to demonstrate your skills and passion for customer support.
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