Multichannel Support Engineer for Brand Experiences

Kissi & Co.; San Francisco (CA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Experience in implementing automated (

Job summary

Kissi is seeking a Support Engineer in San Francisco to represent our clients\' brands by delivering knowledgeable and brand-aligned assistance to customers. You will support multi-channel channels, help grow a customer community, and provide technical help that improves the overall experience.

In this role you will build and refine self-help resources, support through phone, video, in-app, chat, and email, and explore AI-driven tools for 24/7 coverage.

Qualifications

• Bachelor's degree in a relevant field is required.
• Proven experience in technical support or related roles.
• Strong communication and interpersonal skills and the ability to adapt to new technologies and tools.

Responsibilities

• Explore and implement various support channels, including phone, video, in-app, chat, email, and chatbots, to cater to diverse customer preferences.
• Assist in building and nurturing a thriving customer community platform for shared insights and mutual support.
• Provide phone support for direct assistance, fostering a personal connection.
• Offer video support services to add a human touch to technical solutions.
• Seamlessly integrate in-app assistance to provide context-aware help where users need it the most.
• Deliver real-time chat and email support services for instant issue resolution and effective communication.
• Explore the benefits of AI-driven chatbots for efficient issue resolution and 24/7 customer support.
• Build a comprehensive knowledge base to empower customers with self-help resources and reduce support ticket volumes.
• Prioritize delivering a consistently positive experience for customers.
• Adapt support services to the changing needs of clients\' businesses and customer bases.
• Leverage data analytics to gain insights into customer interactions, allowing continuous improvement of support services.
• Train and equip dedicated teams to handle specific products or services, ensuring in-depth knowledge for effective support.

Skills

Proven experience in technical support

Strong communication and interpersonal

Adapt to new technologies and tools

Education

Bachelor's degree in a relevant field

Job description

Kissi is seeking a Support Engineer in San Francisco to represent our clients\' brands by delivering knowledgeable and brand-aligned assistance to customers. You will support multi-channel channels, help grow a customer community, and provide technical help that improves the overall experience.

In this role you will build and refine self-help resources, support through phone, video, in-app, chat, and email, and explore AI-driven tools for 24/7 coverage.