About Eightfold:

Eightfold (https://eightfold.ai/) was founded with a vision to solve for employment in our society. For decades, the connection between individuals and opportunities has been based on who the individuals are and the strength of their network, vs. their potential. Eightfold leverages artificial intelligence to transform how to think about skills and capabilities for individuals as well as how jobs and career decisions are made. Eightfold offers the industry’s first AI-powered Talent Intelligence Platform to transform how organizations plan, hire, develop and retain a diverse workforce, enabling individuals to transform their careers.

We secured a $220M Series E funding round, led by SoftBank ’s Vision Fund in June 2021. Thus, we’ve raised more than $400 million in funding to date, including $350 million in the last six months. We’re valued at over $2 Billion this time from $1 Billion a few months ago. Our valuation doubled within a few months.

Our customers- https://eightfold.ai/customers/

Press - https://eightfold.ai/press/

You may want to refer to the media coverage on TechCrunch and Reuters.

Founders:

Varun Kacholia ( https://www.linkedin.com/in/varunkacholia/ ) &

Ashutosh Garg ( https://www.linkedin.com/in/ashutoshgarg893/ )

About the Team:

The Eightfold Technical Support team is focused on delivering great customer experiences to individuals and companies using Eightfold.ai products. Reporting to the Head of Customer Support, the Technical Support Engineer is responsible for managing and resolving challenging issues for Eightfold.ai customers and helps to ensure that SLAs are met. This includes developing subject matter expertise within the customer success department and collaborating with other team members. The successful candidate will be able to quickly gain an understanding of the Eightfold.ai products, platform, API, and internal applications. You will work on developing and maintaining internal support tools. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. You will build strong relationships with customer IT teams to ensure smooth product deployments and timely resolution of technical problems during the Pilot and Go-live phases of product deployment and continue to support during adoption and the rest of the contract life.

What you'll do:

• Assist customers in solving problems related to product features, usability, technical issues, and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues, and escalation support

• Develop processes around Zendesk and other tools to deliver world-class customer support

• Work closely with engineering to translate customer feedback into potential fixes/enhancements

• Achieve team targets for response times, service level, and customer satisfaction, as established by the Manager of Customer Support

• Collaborate with team members across Technical Services, Customer Success, Product, Marketing, and Engineering as needed to resolve issues and deliver great customer experiences

• Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer Success

• Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal use

• Work on projects that provide value to the department, Eightfold.ai, and the Self-Serve and Employer customer bases

What we need:

• 2 to 5 years of experience in a technical support role working for SaaS products or Enterprise customers.

• Strong communication skills in the Portuguese language (Spanish is good to have)

• Working knowledge of the components in a web applications stack.

• Working knowledge of backend server APIs, relational databases, and SQL

• Strong customer focus and ability to deliver great customer experiences

• A track record of meeting and exceeding KPIs and working well in team-based settings

• Outstanding written and verbal communication skills

• Strong troubleshooting and problem-solving skills

• High personal productivity and excellent time management