Website Ultimate

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer support agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate – the world’s most powerful virtual agent platform.

Powered by industry-leading AI, a laser-focus on customer experience and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate – from Vodafone to Finnair, Gorillas to Zalando.

THE ULTIMATE DESTINATION FOR YOUR CAREER

At Ultimate, careers accelerate. New opportunities arise as the company is constantly evolving and our Finnish, non-hierarchical culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

With hubs in Helsinki, Berlin, New York and London, alongside our ever-growing global remote workforce, you get to choose a working environment that suits you.

And we are proudly diverse – over 35 nationalities make up our worldwide team. Our Nordic ethics have created a culture where we can all lead by example and shape the company – and industry – we want to see, together.

THE ULTIMATE ROLE

As a Technical Support Engineer, you have an exciting opportunity to work with our entire customer base providing technical support, troubleshooting and best practice guidance. In this role you will work closely with the customer success, product and engineering teams to offer customers an industry leading service. This is a great opportunity for somebody who is excited about working with a technical AI product, wants the opportunity to grow in their role and have a direct impact on the business.

This role can be located in any of our Hubs; Berlin, London or Helsinki. Please note, we are unable to support visa applications to the UK.

Key Responsibilities:

Provide customer support via phone, meetings and email, helping customers resolve product and related issues fast, easily, and joyfully.
Work with our Ticketing system (Zendesk) and its workflows to triage customer issues effectively and connect customer feedback to product and internal teams.
Troubleshoot technical and product issues with customers and keep them up to date on the timeline of any fixes.
Develop a comprehensive understanding of the Ultimate platform and its features, its optimal configuration, and how to best set it up in our partner CRMs, to be able to support customers with product issues.
Stay up-to-date on new Ultimate features and changes to our partner CRMs that may impact the platform
Provide proactive and clear incident and maintenance communication to customers
Collate customer feedback, determine trends, and provide important guidance to Product Managers and Engineers to resolve bugs, improve UI, and reduce customer issues.
Write how-to articles in our knowledge base for common customer support requests.
Collaborate with Technical Solution Engineers (L2) to troubleshoot and resolve complex customer issues.
Success in this role will be measured by: First resolution rate, AHT and NPS

ABOUT YOU

Significant experience in Customer Support, technical support or software development, preferably customer facing roles whereby you champion the communication with enterprise customers to reproduce and understand their problems
You have a track-record of resolving technical customer Tickets (email), consistently hitting targets and providing an exceptional customer experience.
You know what great looks like and are excited by building new things.
To you, the Customer is everything and you put them at the heart of all that you do.
You’re excited by technical products and the opportunity to develop your technical capabilities learning from incredible engineers.
You have some technical chops, and are excited to learn more. You aren’t scared of REST APIs, have some basic JavaScript and HTML knowledge, and can use Postman (or similar tools) to make API requests.
Have experience using technical instruments to debug customers issues (such as logs / kibana, monitoring tools).
Experience working in Zendesk Support is a huge advantage.
You have flawless command of English and communicate with clarity.
Experience collaborating with external BPOs (e.g. providing training, OOH support) is a bonus.

Desirable

You know your way around monitoring and logging solutions to explore the circumstances and root causes of an issue (Kibana, Sentry, Datadog or Prometheus)
Experience with incident response and on-call
Experience with dialogue building

THE ULTIMATE OFFER

Transparency is important to us, so we want to be clear about what the Ultimate opportunity means for you:

Generous PTO policy of 28 days per year.
Truly flexible working. Office home-based or a mixture of both, you work from where it works for you. (A stylish, well-lit Kreuzeberg office).
We recognise that you bring your best and we show our appreciation with actions, not just words – our competitive salaries and generous stock options program ensure that our success is your success.
Personal Growth Allowance for you to spend on whatever makes you thrive – whether it’s a coding course, learning a new language or that pottery course that keeps popping up on your feed, we’ve got you covered.
Team events all year round – meat-free BBQs, stand-up paddle boarding, volleyball… you name it, we’ll organize it, plus team off-sites to unite because we’re better together.
A truly diverse team awaits you. 40% of our workforce identifies as women and we come from over 35 nationalities

Our Commitment To You

Recruiting and developing a diverse range of talent is critical to our growth philosophy. We understand we might need to adapt our process and we’re happy to cater to any reasonable adjustments you may require. Please let the Talent team know if we can help you with the application process in any way and at any stage.

If you want to find out more about us check out our Ultimate Open Culture which will provide a deep dive into life at Ultimate. Here’s our behind-the-scenes social media too: Ultimate Life.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status. Ultimate prohibits discrimination and harassment of any kind: Ultimate is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Diversity & Inclusivity:

Belonging is a core pillar of our People strategy here at Ultimate, and our people (UltiMATEs) are at the centre of everything we do.

With an inspiring female co-founder and 40% of our workforce identifying as female, we are committed to ensuring diversity in our business.

We stand by our diversity hiring principles and champion our 37+ nationalities of our 130 employees.

To apply for this job please visit careers.ultimate.ai.