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AI Customer Support Engineer

Gent, Vlaams Gewest, BelgiumDelivery

Job description

Who are we?

Robovision is in hyper-growth! As an AI Platform (Paas), our mission is to be the leading backbone of Vision Intelligence. With an award-winning platform, operating in 40+ countries, Robovision is one of the global leaders in the provision of AI-vision. 

As Customer Support Engineer your daily ambition is to maximise Customer Satisfaction.

With the right technical skills, excellent problem-solving capabilities, in-depth knowledge of Robovision’s service and support processes, best practices, and strong communication skills, you will provide an optimal customer experience during support and service interactions with Robovision’s partners and end-customers.

Together, we are determined to create a never-ending impact!

Job requirements

What will you do?

  • Engage in daily communication via Robovision’s designated ticketing system, phone, chat, and email with Robovision’s partners and end-customers.

  • Assess proficiently each ticket received, provide a first root cause analysis and priority assessment, provide functional and technical support services and escalate to the internal Solution Experts whenever necessary.

  • Identify and report all patterns observed in the incidents and requests that may necessitate taking structural action on the Robovision’s AI Platform, as well as record the knowledge you have obtained.

  • Handle high impact incidents or customer complaints in a considerate and competent manner by making sure all questions are answered concisely without leaving any open ends.

  • Identify and report any odd patterns in the issues, incidents, or customer behaviour by analysing the support tickets.

  • Coordinate with the Level 3 teams within Robovision such as engineering, product, and solution delivery to guarantee on-time delivery of platform fixes.

  • Support the partners and external customers during deployments and platform upgrades by addressing their technical issues.

  • Drive customer happiness metrics for satisfaction and loyalty.

  • Report regularly to the Head of Customer Success at Robovsion.

Who are you?

First of all, you're as passionate about our ground-breaking AI product as we are. Furthermore, you can check most of these boxes: 

  • Bachelor or Master degree, preferably in a scientific or technical discipline or equivalent through professional experience

  • 2+ years of technical experience in supporting and maintaining systems in a complex machine related context.

  • Strong interest in technology and AI.

  • Knowledge of Linux OS, Kubernetes and Python such as the ability to read and understand technical event and error logs is a strong plus.

  • The ability to analyse issue patterns, identify known issues and define structured and efficient troubleshooting paths for unknown issues.

  • The ability to follow up and ask the right questions to the partners and the end-customers to get a clear and complete understanding of the described issue or request and escalate to the internal Robovision experts when necessary.

  • The ability to translate the partner or end-customer problem to the internal Robovision experts

  • Excellent priority and time management skills with the ability to quickly shift focus when required, being comfortable with efficiently following up on multiple requests and issues at the same time, while managing expectations for suspended or pending tickets with lower priority through empathic customer centric communication.

  • Exceptional ability to communicate in English and foster positive business relationships

What we offer:

  • A front seat in Belgium’s most exciting scale-up offering a dynamic entrepreneurial environment with ample opportunities for fast personal growth and development  in different areas

  • A competitive salary & benefits tailored to your personal needs

  • A young and open company culture where we focus on communication, partnership and team building activities

  • The exciting opportunity to join us and scale our organization

Your Life @ Robovision

What matters to you when you are looking for your next career challenge?

Maybe you want to get involved in work that really has an impact on the way humans and machines are collaborating? Robovisioneers are determined to create a never-ending impact! What about somewhere you are challenged by intelligent minds and can truly discover your passion? Robovisioneers keep learning to stay ahead of the curve!

Are you looking for a culture of openness, collaboration and trust, where everyone has a voice?

We are fearlessly authentic, value informed opinions that enable decisive action and we trust each other in taking ownership.

Do you feel you are a good match with our Robovision DNA?

Then we could be your next career step. Join us and see how your contributions are enabling things you never thought possible.