IT Support Engineer
WurlSalary not specified
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
TechnologyIndustries
Requirements
- 3+ years of end-user support/service desk experience
- Self-learner attitude, ability to work independently, and outstanding problem solving skills
- Excellent written and verbal communication skills
- Good understanding of computer systems, mobile devices, and other tech products
- IT assets management experience
- Experience in at least 4 of the following areas: Networking; Collaboration tools (Google Suite, Office 365); Cloud services (Amazon Web Services, Google Cloud Platform, Azure, other); Directory services (LDAP, Active Directory); Identity management (Okta, Active Directory); SaaS platforms; Multi factor authentication (DUO, Google Authenticator); OS Troubleshooting (macOS, Linux and Windows)
Responsibilities
- Provide technical support to staff as the first point of contact operating within given SLAs
- Perform onsite or remote troubleshooting through diagnostic techniques and pertinent questions
- Walk the customer through the problem-solving process
- Follow-up and update customer status and information
- Create technical documentation and how-to articles
- Contribute to multiple projects and/or own a project within the Information Technology Services team
- Provide on-call support
Skills
End-User Support
Desktop Support
Troubleshooting
Remote Support
Workflow Automation
Service Desk Tickets
SLA Management
Technical Documentation
Diagnostic Techniques
Problem Solving
ASAPP
AI tools for enhancing customer service
About ASAPP
ASAPP provides AI-powered tools to improve customer service operations. Their main product is a conversational AI voice and chat agent that accurately transcribes calls, automates call summaries, and generates automated responses to enhance agent productivity. Targeting businesses with high volumes of customer interactions, such as call centers and support departments, ASAPP operates in the customer experience market, which is growing as companies focus on customer satisfaction. They offer their services through a subscription model, allowing clients to access their tools while ensuring ongoing updates. ASAPP's goal is to enhance human performance in customer service by addressing inefficiencies and providing insights that help businesses make informed decisions and improve customer experiences.
New York City, New YorkHeadquarters
2014Year Founded
$369.6MTotal Funding
SERIES_CCompany Stage
Enterprise Software, AI & Machine LearningIndustries
201-500Employees
Benefits
Learning & Development
Comprehensive Health Benefits
Daily Catered Meals
Vacation
401K Program
Family Leave
Risks
Emerging AI startups could erode ASAPP's market share with similar solutions.
Rapid AI advancements may lead to obsolescence if ASAPP doesn't innovate.
Data privacy concerns and regulatory scrutiny could impact ASAPP's operations and client trust.
Differentiation
ASAPP's AI Native products enhance productivity by automating workflows and augmenting human activity.
The CXP platform provides real-time guidance for customer care and sales agents.
ASAPP's machine learning models continuously learn from interactions, improving agent performance without manual programming.
Upsides
CoachingAI automates quality assurance, allowing supervisors to focus on agent coaching.
Frank Slootman's board membership could enhance ASAPP's strategic market positioning.
AutoTranscribe's high accuracy improves contact center efficiency by reducing transcription errors.
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