Company Description:
Fetch Technologies enables organizations to extract, aggregate and use information from sites across the Internet. Fetch’s artificial intelligence-based agent technology allows information extraction directly from the deep web, and seamless integration of that information into an organization’s business processes. Major corporations, news agencies, screening organizations and retailers use Fetch for a myriad of applications, including market intelligence, news monitoring, candidate verifications and broad price extraction.
Job Description:
- Provide Tier I / II Technical Support for Fetch software offerings.
- Escalate Tier III incidents to the appropriate personnel.
- Manage the remote installation and configuration of Fetch software on client machines.
- Manage Technical Support email queue and customer call-in’s, fielding incident reports over email and the phone.
- Conduct customer update meetings, providing incident updates, ETA’s, and fix actions where appropriate.
- Utilize existing Technical Support CRM tools to provide historical incident metrics for tending purposes.
- Prepare and present weekly reports to the Technical Support Manager.
- Participate in an on-call rotation (limited exposure).
Job Skills:
- Excellent communication skills, with the ability to multi-task.
- Attention to detail and the ability to problem solve through root cause analysis.
- Demonstrate a sense of urgency for incident resolution.
- The ability to communicate effectively with a culturally and geographical diverse team.
- The ability to work collaboratively in a team environment.
- The ability to learn independently and constantly strives for personal success.
- Familiarity with established Technical Support CRM solutions (e.g. RemedyForce).
Job Requirements:
- Bachelor’s degree in Computer Science or Information Technology.
- Strong Technical Support background.
- Highly motivated and willing to learn new and exciting technologies.
- Familiarity with remote support tools (e.g. Cisco WebEx).
To submit your application for this job please send resume to: Apply at Fetch
