About Cognigy
Cognigy is transforming the customer service industry with the most advanced AI Agent platform for enterprise contact centers. Its award-winning solution, Cognigy.AI, empowers enterprises to deliver instant, hyper-personalized, multilingual service on any channel. By integrating Generative and Conversational AI to create Agentic AI, Cognigy delivers AI Agents that redefine customer experiences, drive satisfaction, and support contact center employees in real-time.
Our skilled #CognigyCrew are the people behind our cutting-edge technology and we are now looking for more talented people to join our global team.

Location - Dallas, Texas ( Hybrid - 2 Days Home Office )
Potential Compensation - $60 000 to $84 000
The Technical Support Specialist will be responsible for providing technical assistance and support to customers. They will diagnose and troubleshoot technical issues, identify and implement solutions, and document and record technical procedures. The Support Specialist will also be responsible for providing education and training to customers on the use of products and services.

Your responsibilities will include

• Be the First Line of Support – Act as the initial point of contact for customer issues, providing timely and effective assistance.
• Efficiently Escalate Issues – Properly identify and escalate complex requests to the next level of support when necessary.
• Streamline Issue Resolution – Track, document, and route issues to the appropriate teams for fast and accurate resolution.
• Deliver Exceptional Customer Support – Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
• Ensure Accurate Documentation – Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement.
• Collaborate with Developers – Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.
• Expand Product & Process Knowledge – Continuously learn and improve expertise in help desk procedures, products, and services.
• Enhance Internal Tools – Develop and maintain internal support tools to improve efficiency and customer experience.