What are the responsibilities and job description for the Technical Support Specialist position at iMotions?
Position Overview:
Join iMotions as a Technical Support Specialist to help researchers gather insights into human behavior, cognition and emotions. iMotions offers industry-leading solutions for human behavior research, including software, sensors, web-based applications, services, and consultation. We work with a diverse, global clientele, for whom we provide the advanced technology and knowledge in pursuit of data-driven insights that guide innovation.
At iMotions, you would work with the many teams involved in company operations: Product Management, Customer Success Management, Product Specialists, Development, Solutions/Sales - in our Copenhagen headquarters, Boston office, Berlin, Singapore, China, and other locations.
This is an entry-level position. The role is in-person, located in Boston, Massachusetts. Candidates must already hold a valid US working visa.
Technical Support works directly with clients to resolve technical issues with iMotions technology.
The ideal candidate would be able to apply technical knowledge, problem-solving skills, and communication skills to support the use of iMotions technology, including iMotions Lab/Remote Data Collection, iMotions Online, and others. Candidates should also have experience and interest in science, research technology, human behavior, neuroscience or related fields. Initial and ongoing training with iMotions technology will be provided - with the potential for your role to adapt and advance over time.
Essential Duties:
- Provide technical support for iMotions clients in a timely and reliable manner, in coordination with the Support team.
- Track and respond to support requests in our ticket management system (Zendesk).
- Diagnose and resolve technical issues via Zendesk, email, video calls, or remote sessions (Teamviewer).
- Provide support with iMotions licenses, accounts (Salesforce), technical documentation (Document360), and other client-user systems.
- Potential opportunities for travel to iMotions offices or clients (not required).
Required Qualifications:
- Bachelor's Degree in technological, scientific, or other relevant field
- Fluency with Windows operating system and applications. Experience with computer systems, hardware, and peripheral devices (e.g. displays, Bluetooth).
- Technical problem-solving and communication.
- Interpersonal skills necessary for serving clients and collaborating with colleagues around the world - centered on communication with clients and iMotions teams
- Fluency in English.
Additional Qualifications:
- Previous experience with technical support or customer service
- Prior experience with iMotions software (including academic or student projects) is highly advantageous.
- Previous experience with Amazon Web Services
- Advanced technical/computer skills
- Computer systems/network administration
- Website, video, or other media design/editing
- Experience with biosensors, computer programming, or other relevant technology
- Computer programming (R, Python, Matlab)
- Virtual reality hardware and software (Varjo, HTC, Unity)
- Fluency in additional language(s)
About iMotions:
Founded in 2005, iMotions has developed the world’s leading human behavior software platform. More than 1,000 organizations around the world (including academic institutions, commercial organizations, healthcare organizations, design/consultation firms, and others) use iMotions to record, observe, and analyze emotional, cognitive and behavioral data. By integrating and synchronizing a growing list of sensors in a single platform, iMotions provides researchers with the tools needed to gain deeper, richer insights into human behavior.
Additional information about iMotions:
www.imotions.com
https://www.youtube.com/user/iMotionsEyeTracking