Response Center Analyst - Tier 1

| Greater Boston Area

Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will.  As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area.  We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.

Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level.  The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees.  We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.

 

For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.

To support our continued growth, Interactions is hiring a Response Center Analyst - Tier I who 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.

The Interactions Response Center operates 24x7.

Job Responsibilities

  • 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.

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Qualifications

  • 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).
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Location

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

An Insider's view of Interactions

What are some social events your company does?

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!

Lauren

Content Marketing Manager

What are Interactions Perks + Benefits

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
Child Care & Parental Leave Benefits
Flexible Work Schedule
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Commuter Benefits
Some Meals Provided
Parking
Fitness Subsidies
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