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Full-Time

Technical Support Engineer

M-F 9am-6pm EST

Confirmed live in the last 24 hours

Intradiem

Intradiem

201-500 employees

Intelligent automation solutions for call centers

Data & Analytics
Enterprise Software
AI & Machine Learning

Mid, Senior

Remote in USA

Category
Customer Success & Support
IT 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 provides intelligent automation solutions for call centers and customer service teams, focusing on automating routine tasks to enhance productivity and employee engagement. Their Software-as-a-Service (SaaS) platform allows clients to access the software online, with a quick implementation time of about 12 weeks. Intradiem stands out by seamlessly integrating with existing call center software and using artificial intelligence for real-time decision-making. The company's goal is to help clients reduce costs and improve efficiency in their customer service operations.

Company Stage

Series B

Total Funding

$81.5M

Headquarters

Alpharetta, Georgia

Founded

1995

Growth & Insights
Headcount

6 month growth

5%

1 year growth

1%

2 year growth

7%
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Simplify's Take

What believers are saying

  • Strategic partnerships with industry leaders like Genesys and CommunityWFM enhance Intradiem's market reach and technological capabilities.
  • The recent U.S. patent for their Burnout and Attrition Indicator highlights their innovative edge and commitment to improving agent well-being.
  • Recognition from Frost & Sullivan and other industry accolades bolster Intradiem's reputation as a leader in intelligent automation solutions.

What critics are saying

  • The high turnover rate in call centers could challenge the long-term effectiveness of Intradiem's solutions.
  • Rapid technological advancements in AI and automation could lead to increased competition, requiring continuous innovation to maintain market leadership.

What makes Intradiem unique

  • Intradiem's AI-powered automation seamlessly integrates with existing call center software, providing real-time decision-making capabilities that many competitors lack.
  • Their patented Machine Learning Burnout and Attrition Indicator sets them apart by addressing the critical issue of agent attrition with high accuracy.
  • The SaaS model ensures quick implementation and scalability, allowing clients to see results within 12 weeks, which is faster than many industry standards.