
Technical Support Specialist
4 days ago
About Afiniti
Afiniti is a leading provider of artificial intelligence solutions that enhance customer experiences through real-time interactions.
Our vision is to deliver innovative AI solutions that improve operational efficiency and customer lifetime value, earning the trust of consumer companies worldwide. With 16 years of experience, Afiniti's patented technology pairs customers with contact centre agents based on their interaction potential, resulting in better experiences throughout the customer journey.
We aim to achieve this by offering our core routing AI to medium-sized enterprises at a lower price via a subscription-based model, addressing more use cases with a Generative AI-based solution, and providing AI-driven instrumentation for optimal performance.
Afiniti operates globally, delivering measurable AI value to its telecommunications, banking, insurance, healthcare, and travel clients. For more information, visit www.afiniti.com.
About The Role
A Production Analyst provides technical support to internal and external customers, researching, diagnosing, and problem-solving issues to client satisfaction. This role requires protecting revenues with 24/7 support for respective products.
Key Responsibilities:
- Understand and analyze problems to provide individual or team-based solutions, minimizing business impact.
- Maintain focus to detect problems timely.
- Communicate problems effectively to all stakeholders.
- Conduct level 1 investigations to articulate problem details.
- Take end-to-end ownership of problems from detection to resolution.
- Identify key actions to avoid repetitive similar problems.
- Collaborate with T2 teams to solve problems for repeated issue prevention.
Minimum Qualifications:
- Bachelor's degree in computer science.
- Fresh to 2 years of work experience.
- Fluent English skills (spoken and written).
- Strong analytical and problem-solving abilities.
- Willingness to work rotational shifts.
- Experience working with databases and SQL queries.
Preferred Qualifications:
- Bachelor's degree + STEM preferred.
- Working knowledge of Windows and Linux platforms.
- Mathematics and statistics expertise.
- Networking and IT infrastructure understanding.
- Ability to quickly learn new technologies.
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