Technical Support Representative, Hyperscience

Contract

Salary not provided

$33 - $35 an hour

Zendesk

JIRA

Junior level

Remote from US

Cloud-based intelligent automation as a service

Job no longer available

Cloud-based intelligent automation as a service

201-500 employees

B2BArtificial IntelligenceEnterpriseRoboticsMachine LearningSaaSAutomation

Job no longer available

Salary not provided

$33 - $35 an hour

Zendesk

JIRA

Junior level

Remote from US

201-500 employees

B2BArtificial IntelligenceEnterpriseRoboticsMachine LearningSaaSAutomation

Company mission

Hyperscience is on a mission to connect human and artificial intelligence to solve tomorrow's automation challenges today, creating better outcomes for customers, companies, and the world.

Job

Company

Role

Who you are

1-2 years of experience in technical support, helpdesk, or a similar customer-facing technical role
Excellent communication skills, both verbal and written
Strong attention to detail.High level of intellectual curiosity and problem-solving capability
Accountable and open to coaching
Prior experience with internal knowledge bases and documentation is advantageous
Experience supporting both on-premise and SaaS solutions is beneficial
Familiarity with machine learning and/or AI products is desirable

What the job involves

We are seeking a team of individuals for a 6-9 month CONTRACT position related to a business-critical initiative, with the potential of a permanent position at the end of contract
The Technical Support Representative is tasked with providing first contact technical support to Hyperscience customers and partners across various channels
As a TSR, you will be a compassionate problem solver with excellent communication skills, adept at researching issues using both internal and external documentation to deliver effective solutions
You will become a product expert that customers rely on, with the ability to escalate complex issues to ensure timely resolutions
Deliver ticket-based support (e.g., Zendesk, JIRA) to address customer issues
Maintain effective communication with both customers and internal team members
Provide exceptional customer service, ensuring satisfaction in every interaction
Identify and communicate technical workarounds and solutions to customers
Keep up-to-date with Hyperscience product functionalities and related technologies
Replicate customer issues in test environments for accurate troubleshooting
Collaborate with product and engineering teams to aid continuous product enhancement
Escalate complex issues to appropriate team members, developers, or management as needed
Contribute to and effectively utilize the Hyperscience support knowledge base, ensuring it is kept current and expanded over time

Our take

Manually entering data from handwritten forms can be time-consuming and costly, but when scaled to millions of forms annually the problem becomes more serious. Hyperscience is automating data entry by leveraging advanced artificial intelligence and machine learning techniques to provide near-perfect accuracy on robotic process automation (RPA).

By reducing the volume of manual work involved, companies can save time, reduce clerical errors, and cut costs. Many of Hyperscience’s partners are enterprise IT consulting companies such as Accenture, Atos, Cognizant, Deloitte, Infosys and Tata Consultancy Services.

The company have raised impressive funding following rapid growth. However, Hyperscience recently had to lay off a considerable part of its workforce, with its CEO also stepping down. However, following the appointment of a new CEO in April 2023, the company is getting back on a path of regrowth and rapid expansion.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

-12% employee growth in 12 months

Glassdoor (3.1)

Company

Funding (last 2 of 6 rounds)

Dec 2021

$100m

SERIES E

Oct 2020

$80m

SERIES D

Total funding: $288.9m

Company benefits

6-month parental leave (or double salary to pay for your partner's unpaid leave)
30 days of paid leave annually
A 100% 401(k) match for up to 6% of your annual salary
Commuter benefits
Free travel for any person accompanying a breastfeeding mother on a work trip
Top-notch healthcare for you and your family
Relocation support for you and your plus one
Referral bonuses
Budget to attend conferences, train, and further your education
Gym membership
A dependent care stipend up to $3,000 per month, per child, under the age of 21 or parent over the age of 65, for a maximum of $6,000 per month total

Company HQ

World Trade Center, New York, NY

Leadership

Andrew Joiner

(CEO, not founder)

Former CEO of InMoment, Autonomy Promote, and Singlecast Technologies (which they also founded). Previously worked as SVP & WW Head of HP.

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