Customer Support Engineer, Eptica

Salary not provided

AWS

Docker

Kubernetes

Java

Linux

Oracle

Junior, Mid and Senior level

Berlin

Customer engagement management software

Job no longer available

Customer engagement management software

21-100 employees

B2BMarketingCommunicationSaaSTelecommunications

Job no longer available

Salary not provided

AWS

Docker

Kubernetes

Java

Linux

Oracle

Junior, Mid and Senior level

Berlin

21-100 employees

B2BMarketingCommunicationSaaSTelecommunications

Company mission

To act as an extension of customer service teams by helping them develop customer relationship strategies, deliver high-quality, quick and personalised interaction with your customers.

Job

Company

Role

Who you are

Experience in IT Support or similar
Understanding of web and network systems (physical, logical, hardware, software)
Basic Linux knowledge is desirable or must be acquired on the job
Knowledge in Oracle and PostgreSQL databases is a plus
Knowledge in Java application runtimes like Apache Karaf and GlassFish/Payara is a plus
Knowledge of containers in terms of Docker and Kubernetes and cloud environments such as AWS is advantageous
Fluent in German, Good English language skills, both written and spoken

What the job involves

As Customer Support Engineer you will be in a team of high-quality experts and a contact person to telecommunication providers for our Java-based software products comprised of backend systems, webservices, routing, mediation and web-based user interfaces needed for changing telecommunication providers (porting data exchange) or extending the broadband expansion in Germany
Execute technical support on request (via phone or ticket system)
Manage simultaneous customer cases
Determine problems and deliver solutions, using company internal knowledge base and standardized specifications
Document actions taken and log solutions found in a clear and concise manner

Our take

Communicating with customers to solve problems is essential to the customer retention of a company, but telecommunication teams struggle to keep up with the massive volume of requests received on different platforms. Whilst automation technology is used by many telecommunication services to automate common scenarios, such solutions are often frustrating to use due to rudimental voice recognition and have an overall lack of flexibility.

Eptica provides customer support and engagement management software, allowing businesses to deliver efficient multi-channel customer service systems that leverage automation to reduce bottlenecks. The company's solutions include AI chatbots and multi-channel video chat tools, in addition to a platform called Vecko for gathering customer experience data to facilitate the personalisation of every conversation.

Whilst many companies are already leveraging automation and personalisation throughout customer experiences, Eptica has recognised that succeeding in this depends on covering all communication platforms. Through its multi-channel approach, personalisation tools, and AI-driven automation solutions, the company aims to help its clients support every customer throughout their entire customer journey with flexibility, without having overworked telecommunication teams.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Glassdoor (2.8)

Company

Funding (last 2 of 3 rounds)

Apr 2012

$8.1m

LATE VC

Aug 2005

$2m

SERIES C

Total funding: $12.5m

Company HQ

Notre-Dame-des-Champs, Paris, France

Leadership

Stephen J Sadler

(CEO & Chairman)

Previously CEO of Geac and VIP CIS of Loblaw Companies Limited.

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