Description
As a Technical Support Specialist, you will be responsible for providing exceptional support to customers for its AI products. You will analyze support tickets to identify common issues, synthesize the information and document troubleshooting steps and suggested responses. You will be responsible for improving the internal documentation (help center and support playbooks) and sharing the knowledge with your teammates.
Key Responsibilities:
- Independently analyze, categorize and synthesize information from large volumes of support tickets
- Prioritize frequently arising issues that lack existing documentation or instructions for T1 support to follow
- Create documentation (help articles) and internal playbooks followed by support staff
- Train and mentor T1/T2 teammates to handle new ticket types
- Respond to complex support tickets (including advanced tech-enablement tickets related to e.g. prompt engineering) via Intercom and Slack
- Maintain help center articles and update them as needed
- Continuously learn about rapidly changing and growing product offering to stay up-to-date
Qualifications:
- Exceptional written and verbal communication skills
- Demonstrated ability to work independently on complex projects requiring analytical skills and critical thinking
- Ability to acquire, retain and share complex information
- Being kind, curious and always wanting to grow their technical skills
- Interest in AI products
- (desirable) Experience in a similar support / operational / analytical role
- (desirable) Experience with basic data analytics or programming
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