Orbita Product Expert, Tier1 Support Lead / Trainer

Position
Orbita Product Expert, Tier1 Support Lead / Trainer

Location
Boston, Massachusetts, USA or Remote

Job Description
Orbita is hiring an Orbita Product Expert to serve as Tier1 Support Lead / Trainer.

Product Experts at Orbita are a critical part of our future success. We take the success of our customers incredibly seriously. Our mission is to deliver world-class support to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations.

We are very interested in individuals who have a track record of finding solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our platform and solutions.

Responsibilities

  • Develop an in-depth knowledge of the Orbita platform and solutions.
  • Become an expert in Orbita’s conversational AI solution development methodology
  • Provide high-quality product support for Orbita customers and partners including remote education sessions.
  • Communicate thoughtfully to provide answers to questions for both technical and non-technical users while also supporting a wide range of technologies.
  • Diagnose platform issues and resolve escalated customer complaints using established processes.
  • Document troubleshooting and resolution steps.
  • Troubleshoot, and report product defects and enhancement requests.
  • Serve as liaison across Orbita teams on behalf of customer for customer issues.

Requirements

  • A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills.
  • Passionate about problem solving for customers.
  • Self-motivated, eager to learn and thrive in a collaborative environment.
  • Capable of adapting quickly to changing priorities.
  • Minimum Educational Requirement BA or BS in Technology, Science, Medical, or Healthcare related concentration
  • Experience with or able to quickly pick-up:
    • JIRA
    • Google Dialog Flow
    • Alexa Developer Console
    • Amazon Web Services
    • Javascript
    • HTML/CSS
    • webhooks, APIs
    • General cloud infrastructure concepts or SaaS product services
    • General understanding of Natural Language Processing approaches, and Machine Learning concepts
    • Digital Experience Platforms, Content Management Platforms, and/or Digital Marketing tools and processes
  • Minimum Educational Requirement BA or BS in Technology, Science, Medical, or Healthcare related concentration

Additional consideration given to candidates with experience in software development.

Additional consideration given to candidates with experience in software product training delivery and/or curriculum development.

Orbita, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.

To apply please submit a cover letter and resume to: jobs@orbita.ai

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