Full-Time

Technical Support Engineer

M-F 9am-6pm EST

Posted on 8/1/2024

Intradiem

Intradiem

201-500 employees

Intelligent automation solutions for call centers

Enterprise Software
AI & Machine Learning

Mid, Senior

Remote in USA

Category
Customer Success
Customer Support
Customer Success & Support
IT & Security
Required Skills
SQL
Salesforce
JIRA
Requirements
  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • Minimum of 2-5 years of experience in a technical product support, development, or in a troubleshooting capacity.
  • 3+ years of experience in the following areas: SAAS support, Microsoft SQL Server, Creating SQL Queries.
  • Experience with troubleshooting tools like Fiddler, Wireshark, Debugview, or Process Monitor.
  • Experience with Call Center software or Workforce Management.
  • Familiarity with software applications and troubleshooting tools.
  • Knowledge of networking protocol.
  • Salesforce or other comparable CRM experience.
  • Strong systems administration experience in Windows operating systems.
  • Proven analytical and problem-solving skills within a technical environment.
  • Exceptional communicator with the ability to convey information clearly and concisely in both written and oral form.
  • Must be customer-focused and service-oriented with the ability to thrive in a team environment.
  • A sense of urgency to serve and contribute to customer success.
  • Ability to collaborate with team members and others within Intradiem to resolve support issues.
  • Capability to empathize and adapt to new and different situations by reading the behavior of customers.
Responsibilities
  • Proactively communicate and document issue status to internal teams and customers.
  • Track and manage issues using standard tools such as Salesforce and Jira.
  • Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels.
  • Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems.
  • Partner with Technical Operations, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact to the customer and/or Intradiem.
  • Exercise sound professional judgement in analysis of customer issues in order to provide timely resolution.
  • Provide excellent customer support while troubleshooting technical issues via phone, web-based tools and email.
  • Conduct all business in accordance with Intradiem policies and procedures.
  • Perform all other duties as assigned.

Intradiem specializes in intelligent automation solutions tailored for call centers and customer service teams. Their software automates routine tasks, enhancing workforce management and improving productivity, employee engagement, and customer experience. Clients, including both remote and in-person teams, subscribe to their Software-as-a-Service (SaaS) platform, which is accessible online and can be implemented quickly, often within 12 weeks. Intradiem's software processes large amounts of data in real-time, taking immediate actions based on set rules, which helps reduce operating costs and keeps agents engaged. The company stands out by seamlessly integrating with existing call center software and utilizing artificial intelligence for real-time decision-making. Intradiem's goal is to optimize workforce management, promising significant cost savings and improved results for their clients.

Company Stage

Debt Financing

Total Funding

$29.4M

Headquarters

Alpharetta, Georgia

Founded

1995

Growth & Insights
Headcount

6 month growth

2%

1 year growth

5%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Intradiem's AI predicts agent attrition with 80% accuracy, improving to 90% in 2024.
  • Partnerships with companies like Genesys enhance customer service solutions.
  • The SaaS model ensures quick implementation, with clients going live within 12 weeks.

What critics are saying

  • High attrition rates in call centers could challenge long-term client relationships.
  • Recent leadership changes may lead to strategic shifts disrupting operations.
  • Reliance on SaaS solutions makes Intradiem vulnerable to cybersecurity threats.

What makes Intradiem unique

  • Intradiem offers the only complete Intraday Automation solution for frontline workforces.
  • Their AI-powered technology processes massive data in real-time for immediate action.
  • Intradiem's solution integrates seamlessly with existing call center and workforce management software.

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