As a Technical Support Specialist, you will be responsible for providing exceptional support to AI Tech Account’s customers for its 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.

You will work closely with AI Tech Account staff, and must be self-motivated, proactive, and able to take the initiative in your work. AI Tech Account values relevant work experience and cultural fit more highly than educational credentials, so candidates with the necessary skills and experience are encouraged to apply regardless of their educational background.

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

Creating documentation (help articles) and internal playbooks followed by support staff

Train and mentor 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 AI Tech Account’s 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

6months to 1 year technical support experience

Interest in AI products

Experience in a similar support / operational / analytical role

Experience with basic data analytics or programming

Only shortlisted candidates will be contacted. Not open to business partners.

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