Technical Support Specialist

About the role

Join iMotions as a Technical Support Specialist to help researchers gather insights into human behavior, cognition and emotions. We offer industry-leading solutions for human behavior research, including software, sensors, web-based applications, services, and consultation. This is an entry-level position. The role is in-person, located in Boston, Massachusetts.

Responsibilities

• 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).

Requirements

• 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.

Qualifications

• Previous experience with technical support or customer service.
• Previous experience with iMotions software (including academic or student projects) is highly advantageous.
• Previous experience with Amazon Web Services.
• Advanced technical/computer skills.
• Website, video, or other media design/editing experience.
• 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).