Technical Support for North America (NA)

Festanstellung, Vollzeit · Remote

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Your mission
At Hypatos we pride ourselves in developing a people-first culture with customer centricity mentality. We are always ready to go above and beyond for our people and our customers. 
Is one of your core values about helping and caring for others? Then, you already fit right in with our Customer Care Team.
As our Customer Care team-member (remote), you will take over the technical care of our global customers and partners for all questions related to Hypatos software and its integration. 
You will be the primary contact for every incoming inquiry about our software, as well as for answering and documenting technical questions. You will be the confluence (pun intended) between our customers and our delivery, machine learning, development, product and SAP integration teams.
We are looking for an A-player thriving for technical and personal growth. Ready to take full ownership of this role to help us create and improve Hypatos, in every possible way, to make our customer journey delightful.
 
Responsibilities:
  • Act as the voice of Hypatos and take exceptional care of our customers. 
  • Be an expert in the configuration of our application and its integration with APIs and SAP
  • Create a unique customer experience by proactively contributing through suggestions and implementing them independently
  • KPI adherence based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
  • Drive and participate in regular Root Cause Analysis (RCA) cycles to improve our processes and our knowledge base
  • Manage and operate the process to resolve all basic and intermediate customer inquiries
  • Manage the coordination of systematic escalation and resolution of expert-level inquiries
  • Manage, maintain, and expand self-help repositories (knowledge base, academy, etc.)
  • Qualify problems or defects in close collaboration with Hypatos development and product teams
  • Collaborate with the customer success, product, and sales teams to create and maintain strong feedback loops for customer insights and exceptional service improvement
  • Implement custom configurations of our application based on customer requirements
  • Participate in customer projects as application expert by providing technical insights to customers with relation to our product and enabling implementation consultants in their daily work
Your profile
    • Demonstrated Software Support experience handling complex technical inquiries in accordance with ITSM processes and SLA considerations
    • Thoughtful problem-solving. You can break down tricky problems to work towards a clean solution and are comfortable asking for help when you get stuck
    • Experience managing and using database solutions such as MySQL, Postgres, and MongoDB. You understand how data can be structured in different ways to fulfill efficiently different use cases
    • SAP technical skills debugging and ABAP development
    • SAP Knowledge in configuration and business processes within FI, AP & MM
    • Experience with B2B and/or SaaS customer service (i.e.: AWS, Google Cloud and MS Azure)
    • Experience working with leading ticketing systems (i.e.: Jira Service Management, Zendesk, Salesforce, etc.)
    • Completed an Education in the field of IT, Computer Science, Engineering or similar
  • Nice to have:
    • Knowledge about P2P (procure to pay) process is a plus
    • Python web frameworks (Flask, FastAPI or others)
    • Containerized applications (Docker and K8s), Machine Learning (PyTorch, NumPy, pandas)
    • Previous experience working with ITIL Incident, Change and Problem Management processes is a plus.
  •  
Our Promise
  • We trust amazing people to do amazing things and make a long-term impact - we give you Freedom and ownership of meaningful work that directly impacts the business 
  • Beyond a top market compensation, you will enjoy a personal development budget, meal allowance, sporting activities and free beers as well as a hybrid working model
  • We're building a positive organizational culture where personal and professional growth are just as important as business growth
  • We believe different perspectives make Hypatos a better community - that is why we're committed to building a diverse and inclusive environment where you feel you belong
About us
Hypatos is an AI/Machine Learning technology company, applying Deep Learning technology to liberate back-office tasks from manual data entry. We are building advanced Machine Learning models to process complex semi-structured document processing tasks to save costs and enhance organizational efficiency. Our clients benefit from increased processing speed, cost savings, and higher data quality.

We are at a very exciting growth stage at this moment - with ​a successful Series A funding round from investors including Blackfin Tech, Grazia Equity, UVC Partners, and Plug & Play Ventures, we are expanding our portfolio of AI models and growing internationally, aiming to become a global technology powerhouse. Join us to be part of the mission of improving the way hundreds of millions of people work every day.
Deine Aufgaben
At Hypatos we pride ourselves in developing a people-first culture with customer centricity mentality. We are always ready to go above and beyond for our people and our customers. 
Is one of your core values about helping and caring for others? Then, you already fit right in with our Customer Care Team.
As our Customer Care team-member (remote), you will take over the technical care of our global customers and partners for all questions related to Hypatos software and its integration. 
You will be the primary contact for every incoming inquiry about our software, as well as for answering and documenting technical questions. You will be the confluence (pun intended) between our customers and our delivery, machine learning, development, product and SAP integration teams.
We are looking for an A-player thriving for technical and personal growth. Ready to take full ownership of this role to help us create and improve Hypatos, in every possible way, to make our customer journey delightful.

Responsibilities

  • Act as the voice of Hypatos and take exceptional care of our customers. 
  • Be an expert in the configuration of our application and its integration with APIs and SAP
  • Create a unique customer experience by proactively contributing through suggestions and implementing them independently
  • KPI adherence based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
  • Drive and participate in regular Root Cause Analysis (RCA) cycles to improve our processes and our knowledge base
  • Manage and operate the process to resolve all basic and intermediate customer inquiries
  • Manage the coordination of systematic escalation and resolution of expert-level inquiries
  • Manage, maintain, and expand self-help repositories (knowledge base, academy, etc.)
  • Qualify problems or defects in close collaboration with Hypatos development and product teams
  • Collaborate with the customer success, product, and sales teams to create and maintain strong feedback loops for customer insights and exceptional service improvement
  • Implement custom configurations of our application based on customer requirements
  • Participate in customer projects as application expert by providing technical insights to customers with relation to our product and enabling implementation consultants in their daily work
Dein Profil
    • Demonstrated Software Support experience handling complex technical inquiries in accordance with ITSM processes and SLA considerations
    • Thoughtful problem-solving. You can break down tricky problems to work towards a clean solution and are comfortable asking for help when you get stuck
    • Experience managing and using database solutions such as MySQL, Postgres, and MongoDB. You understand how data can be structured in different ways to fulfill efficiently different use cases
    • SAP technical skills debugging and ABAP development
    • SAP Knowledge in configuration and business processes within FI, AP & MM
    • Experience with B2B and/or SaaS customer service (i.e.: AWS, Google Cloud and MS Azure)
    • Experience working with leading ticketing systems (i.e.: Jira Service Management, Zendesk, Salesforce, etc.)
    • Completed an Education in the field of IT, Computer Science, Engineering or similar
  • Nice to have:
    • Knowledge about P2P (procure to pay) process is a plus
    • Python web frameworks (Flask, FastAPI or others)
    • Containerized applications (Docker and K8s), Machine Learning (PyTorch, NumPy, pandas)
    • Previous experience working with ITIL Incident, Change and Problem Management processes is a plus.
Unser Versprechen
  • We trust amazing people to do amazing things and make a long-term impact - we give you Freedom and ownership of meaningful work that directly impacts the business
  • Beyond a top market compensation, you will enjoy a personal development budget, meal allowance, sporting activities and free beers as well as a hybrid working model
  • We're building a positive organizational culture where personal and professional growth are just as important as business growth
  • We believe different perspectives make Hypatos a better community - that is why we're committed to building a diverse and inclusive environment where you feel you belong 
Über uns
Hypatos is an AI/Machine Learning technology company, applying Deep Learning technology to liberate back-office tasks from manual data entry. We are building advanced Machine Learning models to process complex semi-structured document processing tasks to save costs and enhance organizational efficiency. Our clients benefit from increased processing speed, cost savings, and higher data quality.

We are at a very exciting growth stage at this moment - with a successful Series A funding round from investors including Blackfin Tech, Grazia Equity, UVC Partners, and Plug & Play Ventures, we are expanding our portfolio of AI models and growing internationally, aiming to become a global technology powerhouse. Join us to be part of the mission of improving the way hundreds of millions of people work every day.

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