Technical Support Engineer Afiniti.Com
Washington, DC

Job Description

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.

Purpose

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.

Key Responsibilities

* 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
* Prior experience working in a helpdesk/IT support role - minimum of 1 year
* 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
* Team playing skills
* Experience or knowledge of working in ITIL framework

Education & Qualifications

* Bachelor's Degree - Fresh Computer Science graduates or at least recent graduates of a Technical discipline

Salary & Package

As well as a competitive base salary dependent on the number of years of experience, we also offer generous stock options, an annual discretionary bonus plus Corporate benefits.

We believe that richness in diversity is a huge asset for Afiniti. We value both the similarities and differences in everyone who is a part of the Afiniti team. We believe that this diversity builds a stronger organization and is in keeping with the core values of our company. Our policy, therefore, is to provide equal employment opportunities for all applicants and employees without regard to race, color, religion, sex (including pregnancy, childbirth, related medical conditions, breastfeeding or reproductive health decisions), gender identity or expression, national origin, age, marital status, ancestry, physical or mental disability, sexual orientation, personal appearance, genetic information, family responsibilities, matriculation, political affiliation, military or veteran status, or any other category protected under applicable federal, state or local law. This means that we comply with all applicable human rights and employment legislation, and we do not discriminate in any aspect of employment, including recruiting, hiring, compensation, promotions, reductions in force, or terminations.