Job Description

About the Role
We’re seeking a skilled and customer-focused Technical Support Agent to join our dynamic support team. In this role, you will provide expert-level assistance on complex technical issues escalated from our Support agents or triaged directly with customers.  You will assist customers with complex inquiries, and ensure a seamless experience for users of our software. You’ll play a critical part in helping our customers maximize their impact by delivering timely, effective, and empathetic support.

The ideal candidate has deep technical expertise, excellent problem-solving skills and has a strong customer-first mindset.

Key Responsibilities

• Deliver exceptional technical support via email, chat, and other communication channels.

• Diagnose and resolve complex technical issues involving software, hardware, or network configurations that could not be resolved by Level 1 or 2 support.

• Use tools like Postman and APIs to troubleshoot and resolve integration issues.

• Clearly explain technical concepts to non-technical users and provide advanced technical guidance and solutions to customers as needed.

• Act as an escalation point for critical incidents, ensuring timely resolution and clear communication with stakeholders.

• Collaborate with engineering teams to address and resolve product bugs or systemic issues.

• Manage and track support tickets using CRMs and tools such as HubSpot, Zendesk, Jira, and Front.

• Troubleshoot and analyze technical issues involving JSON, XML files, HTML, and CSS.

• Document resolutions, technical tips, and workflows to improve team knowledge and reduce future escalations.

• Conduct training sessions or mentoring for Level 1 and Level 2 support staff to enhance their technical expertise.

• Leverage knowledge bases and online resources to resolve customer issues effectively.

• Balance and prioritize multiple tasks and inquiries in a fast-paced environment.

• Stay up to date on product knowledge and industry trends to deliver informed support.

Qualifications

Skills

• Advanced diagnostic and analytical skills

• Exceptional written and verbal communication

• Ability to work independently and collaboratively

• Strong organizational skills to manage multiple priorities and incidents effectively

Work Environment

• This is a remote role.  Occasional travel for company-wide or team-specific events is required.

• Flexibility for on-call rotations or after-hours support may be required. (Primarily M - F 8am to 8pm ET, not on holidays)

Required:

• 5+ years of experience in a technical support or related fields, with at least 2 years of handling advanced technical escalations

• Expertise in troubleshooting APIs and tools such as Postman, REST APIs, etc.

• Strong understanding of software troubleshooting, integrations, and systems.

• Experience with ticketing systems such as Zendesk, Jira, or HubSpot.

• Excellent customer service and communication skills with a talent for explaining technical concepts to non-technical users.

• Strong analytical and problem-solving skills with attention to detail and follow-through.

• Proven ability to manage time effectively and prioritize in a dynamic environment.

• Service-oriented mindset with empathy for customers in all circumstances.

Preferred:

• Previous experience in SaaS or software customer support.

• Proficiency in scripting or coding (HTML, CSS, JSON, and XML).

• Strong understanding of incident management frameworks

• Bachelor’s degree in Computer Science, Information Technology or related field; equivalent work experience considered.

Why Join Us?

• Competitive salary and benefits.

• Opportunities for professional growth and development.

• Collaborative and supportive team environment.

• The chance to make a real difference by supporting those who help others.

Compensation:  $70,000 - 80,000 Salary + Bonus + Benefits
 

Demo of Casebook: https://play.goconsensus.com/ac9bc58df

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Job Description

We are seeking a highly skilled and results-driven Adtech Project Manager - Ticketing System Rolloutfor Ad Operations to oversee the implementation, and rollout of a ticketing system tailored to streamline workload management for an ad operations team. The role requires a strong PM with an understanding of Zendesk/Jira or similar tools. This individual will work closely with cross-functional stakeholders, including Ad Operations, IT, Product, and external vendors, to ensure the successful deployment of the system, meeting operational and business requirements.

This position is fully remote within the U.S. and will be a W-2 hourly engagement for 4 - 6 Months.

The hourly rate is $90 - $100. Candidates will be paid within this range based on their work experience and skills. Candidates are also eligible for limited benefits such as health insurance, professional development, training, our referral bonus program, and our wellness program.

Key Responsibilities:

• Project Leadership: Lead end-to-end project planning and execution for the ticketing system initiative, including requirements gathering, vendor evaluation, system configuration, testing, deployment, and post-launch support.
• Stakeholder Collaboration: Partner with Ad Operations, Product, and IT teams to define workload management needs and ensure the solution aligns with business objectives.
• Vendor Management: Manage relationships with ticketing system vendors, including overseeing RFPs, demos, contract negotiations, and implementation timelines.
• Workflow Optimization: Work closely with the Ad Operations team to map current processes and design workflows within the ticketing system that improve efficiency, transparency, and accountability.
• Change Management: Develop and execute a change management plan, including training, documentation, and communication strategies, to ensure seamless adoption by all end users.
• Risk and Issue Management: Proactively identify, track, and mitigate project risks and issues to ensure on-time and on-budget delivery.
• Performance Monitoring: Establish KPIs for project success and user adoption, and deliver regular updates to leadership on project milestones, risks, and achievements.
• Technical Collaboration: Coordinate with IT and technical teams to ensure smooth system integration with existing adtech and enterprise systems.

Qualifications

• Experience: 5+ years of project management experience, with a strong focus on ad tech or digital advertising operations. Experience managing ticketing or workflow management system rollouts is highly preferred.
• Knowledge:Deep understanding of digital advertising workflows, including campaign management, trafficking, media planning, and reporting. Familiarity with ad tech platforms (e.g., ad servers, DSPs, SSPs) is a plus.
• Skills:Proven ability to lead cross functional teams, manage complex projects, and deliver results in fast-paced environments. Strong organizational, analytical, and problem-solving skills.
• Communication: Excellent written and verbal communication skills, with the ability to present to executive stakeholders and collaborate effectively across departments.
• Technical Acumen: Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce), workflow automation tools, and API integrations.
• Certifications:PMP, Scrum Master, or similar certifications are a plus.

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Job Description

This is an exciting opportunity for a Senior Software Engineer (C#, .Net Core, Angular) to join a forward thinking company offering a strong team working environment, training and excellent career progression. 

Our strategy is to have a cross functional development team, with team members working on all areas of our technology stack and propositions.

What we're looking for:

We’re looking for an intelligent, energetic and driven software developer to help us deliver our brand, products and services to our clients and their advisers. People who are excited by technology, love pushing the boundaries of what's possible while at the same time keeping an eye on the bigger picture and ensuring the best outcomes for our customers by providing straightforward solutions.

This is a challenging role involving a high level of attention to detail but also allows a great deal of flexibility on achieving the right result using the best technology for a given situation. This is a great opportunity for someone who is looking for a fast paced environment which is varied and rewarding.

You will be part of a cross-functional Agile team, delivering our enterprise backlog development items. You will have solid experience in delivery of development projects to agreed timescales and quality objectives, working in accordance with defined Agile framework and processes.

Key technical skills: 

• C# .Net Core / Java
• Angular
• MongoDB
• Producing APIs
• Git / Bitbucket / Jira
• CI / CD

 Bonus points for:

• Microservice architecture
• ETL/Event streaming
• Software security
• AWS
• Observability

 Soft skills:

• Agile / SCRUM
• Strong communication skills, ability to persuade and influence others
• Very motivated with high levels of drive and enthusiasm
• Keen to learn and develop new technical skills
• E-commerce and/or financial services experience

About us:

AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers, to DIY investors with little to no experience. We have over 542,000 customers using our award-winning platform propositions to manage assets totalling more than £86.5 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.

Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.

Headquartered in Manchester with offices in central London and Bristol, we now have over 1,450 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years and in 2024 named a Great Place to Work®.

At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.

What we offer:

• Starting salary £60,000 - £70,000k (DOE)
• Starting holiday entitlement of 25, increasing up to 31 days with length of service and a holiday buy and sell scheme
• A choice of pension schemes with matched contributions up to 6%
• Discretionary bonus scheme
• Annual free share awards scheme
• Buy As You Earn (BAYE) Scheme
• Health Cash Plan – provided by SimplyHealth
• Discounted private healthcare scheme and dental plan
• Free onsite gym
• Employee Assistance Programme
• Bike loan scheme
• Sick pay+ pledge
• Enhanced maternity, paternity, and shared parental leave
• Loans for travel season tickets
• Death in service scheme
• Paid time off for volunteer work
• Charitable giving opportunities through salary sacrifice
• Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
• Personal development programmes built around you and your career goals, including access to personal skills workshops
• Ongoing technical training
• Professional qualification support
• Talent development programmes
• Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
• Monthly leadership breakfasts and lunches
• Casual dress code
• Access to a range of benefits from our sponsorship deals

Hybrid working:

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you’ll spend a minimum of 50% of your working time per month in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.

AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.

We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.

If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.

Qualifications

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Opis oferty pracy

Warunki zatrudnienia: 7-10k netto, B2B. Praca zdalna lub z biura (Warszawa, Bielsko-Biała).

Poszukujemy odważnej osoby, która nie boi się rozmawiać z ludźmi, a tym bardziej rozmawiać w obcym języku. Nie musisz być ekspertem, jak to się mówi - byle (przyzwoicie) się dogadać. Jak support to i "problemy" - wszelakie - więc przyda się również zimna krew i odwaga w działaniu. Spryt, to również cecha, która ułatwi codzienność wyzwań tego stanowiska. Twoje zadania? Przede wszystkim przyjąć zgłoszenie i skoordynować dalsze jego losy.

Kwalifikacje

Z technicznych umiejętności, na pewno przyda się:

• ???? znajomość Linuxa, najlepiej z rodziny RedHat (instalacja, konfiguracja, rozwiązywanie problemów)
• ???? obsługa narzędzia Jira i innych produktów Atlassian
• ???? znajomość angielskiego (minimum B2)
• ???? wiedza na temat wirtualizacji, rozwiązań chmurowych lub kontenerów (co najmniej jedna platforma)
• ???? analityczne myślenie i zdolność rozwiązywania problemów

I coś extra:

• ???? gotowość do pełnienia dyżurów zgodnie z ustalonych wcześniej harmonogramem
• ???? znajomość rozwiązań do backup'u będzie dodatkowym atutem.

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Job Description

As a Customer Experience Lead, you will be responsible for creating an excellent customer experience in our automated IVR and Chat systems through design and optimization. You will also be responsible for defining reporting requirements and analyzing data to drive self-service and customer experience improvement. The ideal candidate has a track record of designing and implementing effective customer experiences, excellent project management skills, and experience in IVR and chat engagement channels.

• Accelerate transformation of the Brightspeed customer experience in voice and chat platforms by designing intuitive automated flows and strategizing cross-functionally to ensure smooth implementation.
• Identify opportunities and proactively champion best in class self-service across IVR, chat and chatbot engagement channels.
• Create data driven strategies and testing based on analysis of qualitative and quantitative data.
• Define reporting requirements and analyze them to drive self-service and customer experience scores improvement and read out to leadership.
• Maintain a current understanding of organizational branding and ensure customer chat and voice systems meet and exceed these standards.
• Build foundational quality processes, disciplines, and drive sustained execution through every step of the customer journey.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Identify potential linkages of data between engagement channels and sales agent systems to drive improved resolution of customer call intent.
• Perform periodical quality assurance testing of voice and chatbot experience; collaborate internally to turn feedback into actionable enhancements.
• This is intended to be an overview and not a comprehensive list; you may perform other duties as requested over time.

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor's degree in business, communications, or relative subject matter
• 5+ years of experience in customer success, customer experience, project management, or related fields
• Proven track record in UX design and performance management
• Experience in customer-focused IVR & Chat platforms
• Ability to navigate ambiguous problem context and identify relevant issues and resolutions
• Excellent quantitative analysis skills and data driven decision making capabilities
• Ability to work effectively in a fast-paced, dynamic environment with the ability to lead and maintain multiple projects simultaneously while delivering high-quality results and business value

A plus if you have:

• 3+ years of experience designing and implementing customer success platforms and process
• Proven experience managing large scale projects with cross-team collaboration
• Hands-on experience with Google CCAI, Atlassian Platforms (Confluence, JIRA, etc), and/or Microsoft Office

Language Skills:

• Fluent in spoken and written English

Physical Demands:

• This role can be performed remotely from anywhere within the United States
• May require minimal travel to Brightspeed HQ (Charlotte, NC) or remote offices

#LI-MB1

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Job Description

Working as a member of the Support Operations Team, this role will provide day-to-day support, maintenance and implementation of new features across multiple channels and brands in our Zendesk instance.  You will play a pivotal role in the ongoing success of our  Support Teams and the wider Customer Experience function through the implementation and ownership of customer focused processes, systems management and reporting, whilst promoting consistency and the adoption of best practice. You will work closely with key stakeholders to develop and refine workflows to meet the needs of both the Support Team and the wider Customer Experience team through accurate reporting and change management, with a customer centric lens on all of the work completed within the team.

Collaborating across multiple functions including our Systems, Engineering and Go to Market Teams, you will ensure we are able to report on the success of our Customer Experience teams, and keep customers informed of our system health via Status Page and degradation reporting.

Responsibilities: 
Maintenance and optimisation of Turnitin’s Zendesk instance

• Review Triggers, Automations, Views and Macro’s, ensuring that these are up to date, and retired as needed

• Build workflows include capturing relevant analytics that can be used for driving process improvement, measuring agent performance, and enhancing end-user experience

• Provide support for Zendesk end users internal to Turnitin when they have requests or service issues that they’re encountering

Work with Zendesk Support, Turnitin Systems Team and Third Party Vendors

• Work with Zendesk support as needed to understand any service issues, system needs and support requests that can’t be handled in house

• Perform upgrades and configurations as required on the different support channels offered through Zendesk including email and messaging

• Provide operations support within Zendesk, working through feature requests, updates, and maintenance of Zendesk

• Provide support for new feature deployments, internal testing, and rollout of changes across all departments

Management of Turnitin’s Zendesk account

• Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded

• Review access requests for both agents and members of other teams across the business, ensuring that the correct roles are access are provided, without incurring unnecessary costs

• Partner with leadership and peers to develop and maintain Zendesk policies and processes, ensuring that Standard Operating Procedures are produced and maintained at a regular cadence.

Reporting

• Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner

• Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available

• Ownership of public facing system monitoring tools (statuspage) from a Customer Experience perspective, always operating with a customer centric mentality

Qualifications

Requirements:

• 2+ years experience of working as an Administrator of Zendesk

• Experience with integration, connector apps and API’s

• Proficiency with troubleshooting technical issues of various levels

• A strong understanding of both formal and informal change management processes

• Effective data analytics skills, with a background in using Zendesk Explore and Excel/Google Sheets

• Experience developing and implementing projects, from proof of concept to large scale deployment 

• Strong organisational and analytical skills

• Excellent written and verbal communication skills including experience of reporting out across different levels of stakeholders ranging from individual contributors to executive level, with varying levels of technical knowledge

• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

• Passion for excellent customer and user experience

• Ability to work in a fast-paced environment, managing multiple priorities & projects

• Ability to work independently and perform under pressure

Desirable:

• Experience of working within a multi product support organisation

• Experience of working as an Administrator of a multi-brand instance of Zendesk

• A working knowledge of Salesforce and Jira

• An understanding of AI tools used in Technical Support teams, including Zendesk AI
  
  * Working Hours: Eastern Time Zone (ET) 
  * 9:00 PM in Manila (Graveyard Shift)

Tii Elements:

• Accountability

• Collaborating and Influencing

• Quality Focus

• Educator

• Relationship Building

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Job Description

You will have responsibility for ongoing support of our clients after Experian Healthcare products have been implemented. As a Support Analyst, you will be expected to respond to user questions regarding the operations of the Experian HealthCare’s Medical Necessity, Authorizations, Notice of Admissions, and other products.

ESSENTIAL FUNCTIONS:

Accept initial client contact for support through different media channels, online support tickets, phone, email, and chat.

·       Logs all client contacts and issues.

·       Responsible for detailed first-level support, troubleshooting and problem resolution where possible.

·       Assigns and categorize support tickets to appropriate functional areas.

·       Notifies clients of the status of their support tickets within agreed to Service Levels.

·       Verifies support ticket closure and ongoing client communications.

·       Work directly with clients, Account Management, Engineering and Implementation teams.

·       Participate in internal and client meetings.

Qualifications

3+ years of experience specific to Customer Support and Customer Service. (combination of experience and education may be considered)

Excellent communication skills and ability to speak clearly with technical and non-technical clients is critical

Ability to work in a fast paced multi product support environment

Safeguard sensitive information

Highly analytical, intensive research and reconciliation skills required

PC, Internet and Microsoft Office experience is a must

Strong working knowledge of CRM platform (Salesforce), especially case management

Jira experience

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Who we are:

We are a bunch of people who really care about agriculture, food and the challenges facing farming. We want to help farmers with data driven decision making to help nature feed a growing population. Join our team of expert engineers, agronomists, entomologists, crop researchers, and data scientists who are continually conducting research to help drive innovation in agriculture.

Semios is a market leader in leveraging the internet-of-things (IoT) and big data to improve the sustainability and profitability of specialty crops. With 500 million data points being reported by our sensors every day, we leverage our big data analytics, such as in-depth pest and disease modeling, to empower tree fruit and tree nut growers with decision-making tools to minimize resources and risks.

Our innovative work has received several industry awards:

• AgTech Breakthrough Awards Program (2023) - Selected as winner of the “Overall Smart Irrigation Company Of The Year” award.
• Sustainability Changemaker by SDTC (2022) - Named as one of the companies which recognize homegrown innovation in sustainable technologies in Canada.
• AgTech Breakthrough Awards Program (2021) – Selected as winner of the "Pest Management Solutions of the Year" award.
• Google Accelerator (2020) – Selected as 1 of 9 companies for the inaugural Google for Startups Accelerator Canada cohort, who are all using technology to solve complex challenges.
• Global CleanTech Top 100 (2020) – Identified as one of the companies best positioned to solve tomorrow’s clean technology challenges.

One of our partners produced this short video which shows what we do and our positive environmental impact.

We know our journey is only achievable by having a great team who shares ideas, tries new things and learns as we go.

Who you are:

Motivated by meaningful work, you are looking for more than just a job; you want to work for a dynamic, growing company that finds solutions to real-life problems, such as helping the world reduce the use of pesticides and helping nature feed a growing population. Your ideal work environment includes a collaborative team spirit with the opportunity to learn and grow as you take the initiative to try new things.

Semios’ Technology team is seeking an IT Support Specialist to join the dynamic team. As an IT Support Specialist, you will be the primary point of contact for our customers. You will support our customers in troubleshooting their incidents and requests, resolving them with your technical expertise and attention to customer service.

What you will do:

• Provide Level 1 support for our internal and external customers by resolving or escalating incidents and requests using our JIRA ticketing system.
• Ensure the proper resources are allocated to provide our customers with system availability, performance, reliability, and security.
• Support endpoint devices throughout their lifecycle: procure, install, configure, deploy, maintain, and decommission.
• Manage identity, access, and license across our applications and services.
• Provide on-site technical support for office technology, including meeting room hardware, TVs, internet, Wi-Fi, and network equipment.
• Promote IT best practices while advocating security, privacy, and reliability to customers.

We want you to succeed so you will need:

• Minimum 2+ years of technical customer service experience.
• Relevant Degree or Diploma in Information Systems or Information Technology.
• Problem-solving and analytical skills to troubleshoot and resolve issues.
• Manage Google Workspace and/or Microsoft 365 admin consoles.
• Support Windows 11 and Mac hardware and software platforms.
• Support Google and Microsoft Office productivity applications. 

Nice to have:

• ITIL Foundation, CompTIA Certifications an asset.

Salary range:$64,600 to $76,000 per year

Please note that the base pay offered may vary based on factors including but not limited to knowledge, skills and experience, as well as business and organizational needs. 

Please note this role requires you to be on-site at our office three days per week. Flexibility with working hours is essential to meet the needs of our team.

Why this is the opportunity for you:

• Purposeful Work: Sleep better knowing you're making the world a better place through more sustainable food production. You'll have the opportunity to contribute and make an impact by working on meaningful projects.
• Our People: Work with a team that values fun, laughter, and each other in a collaborative and casual work environment
• Recharge and Refresh: Benefit from a generous vacation policy and an annual year-end winter break to relax and rejuvenate.
• Give Back: Take advantage of dedicated volunteer days to support causes you care about.
• Work Flexibly: Enjoy hybrid working options for employees near our offices, emphasizing work-life balance.  
• Prioritize Your Well-Being: Access comprehensive health plans designed to support your physical and mental health.
• Save for tomorrow: Take advantage of our Group RRSP program with company matching
• Stay Energized: Enjoy well-stocked snack options in our offices and regular team outings to build connections and have fun.

At Semios, we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. We believe that different perspectives and backgrounds are what make a company flourish and we welcome everyone.

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