Location: New York,NY, USA
**First Line Customer Support Engineer**
at Speechmatics New York, New York, United States **Who we are:**
Speechmatics are global experts in deep learning and speech recognition, providing technology that understands every voice. We have built the most accurate and inclusive speech-to-text engine available, which is now working with an amazing mix of global companies. We are VC backed, in the final stages of series A fundraising.
Joining us means working with some of the smartest minds around the world, focused on cutting-edge projects and deploying the latest techniques to disrupt the market. We believe in putting people first; well do all we can to help you develop your skills and give you the tools you need to thrive. We support people to work wherever they work best and also understand the importance of coming together to collaborate, socialise and build relationships.
This is only the beginning; were looking for amazing people like you to continue our journey
**The Role**
As a First Line Technical Support Engineer, you will provide excellent levels of support to our customers both internal and external. You will collaborate closely with our skilled R&D teams to help resolve software and system issues rapidly and address any customer requests or issues.
This is a great opportunity to build your technical skills and the opportunity to learn a wide range of technologies related to cloud and on-premises speech recognition software and services.
No prior experience of speech recognition is necessary: Speechmatics has a team of speech recognition engineers who will collaborate on all speech recognition related software and feature upgrades and your colleagues who will help, guide and teach you any specialised knowledge required to keep Speechmatics running smoothly.
**What youll be doing:**
* Providing 1st line level support for the Speechmatics product offerings.
* Effectively triage all new internal and external customer support requests raised by the appropriate contact methods, maintaining the defined SLAs.
* Supporting our internal SaaS platforms.
* Take an active part in the continuous improvement of the Support teams methods, processes and documentation.
* Willing to participate in an on-call rota to provide out-of-hours first level support for one of our high-profile customers, with additional pay/time off provided.
**Who we are looking for:**
* A willingness and enthusiasm to provide excellent customer support and work as a team.
* The ability to empathise with our customers and understand a situation from their point of view.
* A logical approach to troubleshooting and problem-solving with attention to detail.
* Ability to self-manage a dynamically changing workload, spot trends and prioritise work according to customer impact or severity.
* Ability to follow defined processes and methods and contribute to make them better and more efficient.
* Excellent communication skills, both verbal and written, enabling professional, concise, and accurate communication with all types of customers internal or external, corporate, or individual.