Response Center Analyst - Tier 1

| Greater Boston Area
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Headquartered in the Boston area, Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Leading global brands in a variety of industries rely on Interaction’s conversational AI technology to communicate with their customers every day. At Interactions we are committed to transforming customer experience and passionate about the professional and personal development of our talented and enthusiastic team. We endeavor to create opportunities that advance the skills, interests, careers and lives of our employees. Come join our growing team!

The Response Center Analyst - Tier I is a member of the Interactions Response Center Team and is responsible for comprehensive Incident Management, as well as initial diagnosis and basic issue remediation. The Response Center Analyst - Tier I works in concert with the Interactions Response Center Tier 2 team, as well as other Interactions technical teams, to provide a seamless support experience for Interactions’ Clients.

This position is for Monday - Friday 8am-5pm EST

Essential Job Functions*:

  • Work directly with clients through phone, email, chat, and ticket management system to resolve incidents.

  • Monitor alerts from various service and infrastructure monitoring systems.

  • Respond to issues of all sizes, from major outages to minor alerts, conduct initial triage and resolve or reach out as needed.

  • Incident coordination, including sending alerts to other technical operations teams based on the size and scope of incidents.

  • Acquire and maintain knowledge of all components of the Interactions platform.

Other Duties and Responsibilities:

Demonstrate the Interactions Values of:

  • Being passionate about customer service

  • Obsessing with our customer’s success

  • Respecting each other

  • Creating opportunity

  • Embracing disruption

  • Doing what we say we will do

Preparation, Knowledge, Skills and Abilities: 

Required:

  • High School Diploma.

  • 1+ year experience in a NOC or technical support position. 

  • Ability to triage multiple issues simultaneously and work well under pressure.

  • Ability to problem-solve.

  • Demonstrated ability to manage issues through completion, including engagement of appropriate internal or Client resources, and knowing when to seek help.

  • Excellent written and oral communication skills.

  • Ability to learn new technical concepts quickly.

  • Basic understanding of networking and telephony, virtualization, storage, monitoring, and Linux.

  • Must be dependable, self-motivated, and have the ability to work independently with minimal supervision.

  • Flexible working hours (weekends).

  • Must be able to obtain and maintain Public Trust Security Clearance (requires US Citizenship).

Pluses:

  • Technical degree / certifications

Supervisory Responsibility:

  • None

Working Conditions/Physical Demands:

  • Up to 10% travel may be required

  • No minimum travel requirement.

  • General office environment. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.  Work is generally performed within the office environment, with standard office equipment available.

  • While performing the duties of this job, the employee is required to sit or stand for long periods, use hands and fingers for typing and to handle computer controls. Heavy phone and computer usage is required for this position.

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Location

We are located in historic Franklin, MA home to the first public library. With public transportation, the commuter rail is walking distance!

An Insider's view of Interactions

What’s the vibe like in the office?

Interactions definitely has a work hard/play hard environment! Our hard work pays off in the form of different social events throughout the year, including mini-golf tournaments, halloween decorating/costume contests, Oktoberfest, and lawn games during the summer time!

Pam

Software QA Engineer

What is your vision for the company?

It is motivating and inspiring to listen to the success stories from our Clients and their customers. Our ability, as the technology team and the company to deliver a secure, reliable and scalable Platform that delivers the best of breed of our Conversational AI and Human Assisted Understanding technologies, is a major source of pride!

Mahesh

Sr. VP of Engineering

How would you describe the company’s work-life balance?

Interactions recognizes that our families, our hobbies, our physical & mental health, and our work are all equally important in creating employees who are strong, productive, and successful. We have an environment where people want to come to work, and also feel secure in their time away from work with generous PTO and flexible work schedules.

Brandie

Talent Acquisition Coordinator

What are Interactions Perks + Benefits

Culture
Daily stand up
Open door policy
Team owned deliverables
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Interactions offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Interactions hosts lunch and learn meetings once per month.
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