Technical Support Specialist

**About Cognigy**

Cognigy is revolutionizing the customer service industry by harnessing the most cutting-edge AI technology on the market. Its award-winning solution Cognigy.AI, empowers businesses to deliver exceptional service that is instant, personalized, in any language and on any channel. Cognigy is shaping the future of customer service, creating AI Agents by perfectly combining Generative and Conversational AI to increase customer satisfaction and actively support employees in real-time.

Our skilled #CognigyCrew are the people behind our cutting-edge technology and we are now looking for more talented people to join our global team.

**Why you’ll love working at Cognigy - our promise to you**

We empower our people to be successful as part of a diverse, passionate and respectful team who are proud to be leading the automation of conversations to make life easier for everyone.

We do this by challenging each other to succeed and being enabled to do our best work. Encouraging and supporting growth is at the heart of our success, founded on a culture of mutual respect and trust - always It’s no wonder that the values that inspire and drive our #CognigyCrew are our 4Ts

**Team, Trust, Transparency, Technology.**

**Your new role**

The Technical Support Specialist will be responsible for providing technical assistance and support to customers. They will diagnose and troubleshoot technical issues, identify and implement solutions, and document and record technical procedures. The Support Specialist will also be responsible for providing education and training to customers on the use of products and services.- First point of contact for customer issues- Properly escalate requests to the next level of support- Tracking and routing issues to the appropriate parties-
- Ensure proper record keeping, documentation, and closure- Working closely with developers to improve product’s functionality- Retain and expand knowledge of procedures, products, and services in the Help Desk area- Develop and maintain internal tools

**Requirements**:
**About you**:

- 3+ years Proven work experience as a product support engineer or in a similar role
- Hands-on experience with Windows/Linux with a good understanding of computer systems, software and other technical products
- Strong knowledge of software development, databases, and system design
- Understanding of customer service best practices and policies
- Outgoing approachable person who can fit into a social team with excellent communication skills
- Demonstrate a can-do approach both mentality and in attitude
- Ability to provide step-by-step technical support, both written and verbal (ENG/GER)
- Strong analytical and troubleshooting abilities.
- Ability to analyze and troubleshoot technical issues effectively
- Experience with cloud-based technologies.
- Knowledge of basic programming languages

Sounds like you? Come and join us

**Benefits**

**Life at Cognigy - What we offer you**

We are an ambitious and international tech company with a great culture, and we make sure that everyone feels welcome. Our excellent benefits make us a fantastic place to work - these include
- Attractive and performance-oriented salary
- Company Pension Scheme
- 25 days paid leave, plus 5 floating days, plus public holidays
- Unique opportunity to help build and shape the company, with little hierarchy
- Flexible working options
- Colleague recognition, reward and celebration events
- Global Employee Assistance Program
- ClassPass membership, giving you access to a variety of fitness and wellness experiences
- Ongoing learning and development opportunities, including LinkedIn Learning
- One paid ‘Giving Back Day' each year, so you can volunteer for a charity or community activity of your choice
- Subscription to the Calm app for you plus five friends/family members, giving you access to guided meditation, sleep stories, music, masterclasses, and much more
- Equal Opportunity Employer Statement - Cognigy does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits._