Jr. Technical Support Engineer - Jumper AI

About Vonage and Jumper.ai, the Vonage Conversational Commerce application

Vonage, a global cloud communications leader, helps businesses accelerate digital transformation. Through Jumper.ai, the Vonage conversational commerce application, companies can now create AI-powered omnichannel experiences that boost sales and increase customer satisfaction.

Enterprises like Disney, Unilever, Jollibee, Samsung, BMW, Reckitt Benckiser, Dyson, and Loreal use this end-to-end conversational commerce and shopper engagement solution. Jumper creates omnichannel, messaging-first customer engagement and shopping journeys across social, messaging, and the web (WhatsApp, Messenger, Instagram,iMessage, Twitter, SMS, LINE, Viber, Telegram, Brand website, and more).

Vonage has built its successful global Support teams on individuals with technical savviness, superior customer relationship skills, and a passion for learning. We challenge our Support Engineers to provide a customer experience that leaves our users impressed, loyal and true advocates of our company.

As a Technical Support Engineer for Jumper AI, you will provide first-class technical support to our rapidly growing strategic customer base, who rely on our conversation commerce engagement platform. You will work closely with sales, product, engineering, and the rest of the Vonage organisation.

Jumper AI URL:

Responsibilities

Providing customers with lightning-fast response and resolution times and excellent communication to delight them with the Vonage service.

Analysing Conversational Flows and using an analytical approach to troubleshoot and solve technical issues within our Jumper APIs

Getting stuff done for the customer, doing whatever it takes to ensure their success.

Capturing knowledge for customers who prefer solving their issues without contacting support.

Following processes unless customers are better served by bending our rules or improving our processes.

You are curious to learn how things work and what you can do to improve them.

Work closely with other teams, such as developers and product managers, to identify and resolve technical issues and provide feedback on product issues and bugs.

Technical Skills

Successful candidates should have experience in technical support within cloud communication, conversational commerce, or AI/ML technology sectors.

1-3 years experience in technical support, ideally within the Google Cloud Platform, Communications Platform (CPAAS), B2B SAAS platform, Conversational Commerce or AI/Machine Learning Technologies

Experience in SQL and non-SQL databases to understand how the platform stores and retrieves data

Familiarity and understanding of REST APIs and webhooks

Scripting languages: Python and JavaScripting with React and Vue.js would be a plus

Experience with CRM software like Zendesk, JIRA, or Confluence would be a plus

Excellent communication skills, written and verbal