About Cognigy Cognigy is transforming the customer service industry with the most advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy.AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time.Our skilled #CognigyCrew are the people behind our cutting-edge technology and we are now looking for more talented people to join our global team.Why you’ll love working at Cognigy - our promise to youWe empower our people to be successful as part of a diverse, passionate and respectful team who are proud to be enabling customer and employee service that is loved by everyone.We do this by challenging each other to succeed and being enabled to do our best work. Encouraging and supporting growth is at the heart of our success, founded on a culture of mutual respect and trust – always! It’s no wonder that the values that inspire and drive our #CognigyCrew are our 4Ts - Team, Trust, Transparency, Technology. Your new role - Technical Support SpecialistThe Technical Support Specialist will be responsible for providing technical assistance and support to customers. They will diagnose and troubleshoot technical issues, identify and implement solutions, and document and record technical procedures. The Support Specialist will also be responsible for providing education and training to customers on the use of products and services. Your responsibilities will include<ul> <li> Be the First Line of Support – Act as the initial point of contact for customer issues, providing timely and effective assistance.</li> <li> Efficiently Escalate Issues – Properly identify and escalate complex requests to the next level of support when necessary.</li> <li> Streamline Issue Resolution – Track, document, and route issues to the appropriate teams for fast and accurate resolution.</li> <li> Deliver Exceptional Customer Support – Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.</li> <li> Ensure Accurate Documentation – Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement.</li> <li> Collaborate with Developers – Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.</li> <li> Expand Product &amp; Process Knowledge – Continuously learn and improve expertise in help desk procedures, products, and services.</li> <li> Enhance Internal Tools – Develop and maintain internal support tools to improve efficiency and customer experience.</li> </ul>Growth PotentialAt Cognigy we are committed to your professional growth. This role offers significant opportunities for career development, including access to ongoing training, and involvement in high-impact projects allowing you to showcase and advance your unique skills and experience.About you: <ul> <li> Proven Product Support Experience – 3+ years of experience as a Product Support Engineer or in a similar technical support role.</li> <li> Technical Expertise – Hands-on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products.</li> <li> Software &amp; Systems Knowledge – Strong familiarity with software development concepts, databases, and system design.</li> <li> Customer-Centric Mindset – Understanding of customer service best practices, with a proactive and solutions-driven approach to support.</li> <li> Excellent Communication &amp; Team Fit – Outgoing and approachable personality, capable of thriving in a collaborative, social team environment.</li> <li> Can-Do Attitude – A proactive problem-solver with a hands-on, solution-oriented mindset.</li> <li> Effective Technical Support Delivery – Ability to provide clear, step-by-step technical assistance in both written and verbal formats (English &amp; German).</li> <li> Analytical &amp; Troubleshooting Skills – Strong problem-solving abilities with a keen eye for diagnosing and resolving technical issues efficiently.</li> <li> Cloud &amp; Programming Knowledge – Experience with cloud-based technologies and familiarity with basic programming languages.</li> </ul>

Cognigy

Technical Support Specialist (product Support)

Cognigy

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