Testing Support Specialist

Testing Support Specialist

Cyara is the world's leading Automated CX Assurance Platform provider, enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands, including Airbnb and NAB trust Cyara to deliver customer smiles at scale. Our promise is Customer Smiles - Delivered at Scale, and as a member of Cyara's team, you'll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers.

We are looking for a Customer Support Engineer to join our team in Hyderabad, India, where they will perform a wide range of customer care activities for Cyara's enterprise customers. They will be delivering the best in class customer service to Cyara's global clients. They will be a quick learner and develop expertise in all aspects of the Cyara Platform. If you are keen to learn, with a technical aptitude and a background in customer support, then we would love to hear from you! Our Customer Support Team is a 24/7 operation, so the role will require shifts which will include some days/nights/weekends.

The Role Responsibilities

• Deliver high-quality service to end-users via Cyara Voice Assure solution
• Interact with the Voice Assure platform and internal tools for timely marking of the Voice Assure monitoring interactions
• Follow internal SOPs to gather information and determine the issue by evaluating and analyzing symptoms for accurate processing test calls using internal software
• Identify and escalate priority issues
• Use our ticket tracking system to work on internal issues: research, troubleshooting and identifying solutions to product, software, network and hardware issues.
• Manage internal and customer-facing communication in the event of outages or incidents, and keep all parties updated on progress

Role Requirements:

• Fluent in English, both written and verbal
• 2+ years of proven customer service experience or customer-facing technical support experience
• Demonstrate the ability to follow through with tasks to close
• Demonstrated ability to work on multiple work streams simultaneously
• You should be organized, meticulous, a communicator with a "can-do attitude"
• Understanding of telephony, VoIP (SIP), and IVR
• Excellent Analytical and Troubleshooting skills
• Willingness to learn

At Cyara you'll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere. Cyara cares for its own - you'll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. Interested? Know someone who might be? Apply online now. Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant. Agencies: Thanks but we've got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara's policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.