Technical Support Analyst - Generative AI

You.com

2d

About The Position

We are seeking a Technical Support Analyst to join our growing customer success team and play a critical role in delivering exceptional technical support for our Generative AI solutions. This role is ideal for a process-oriented professional who is technically adept, customer-focused, and skilled at navigating workflows, business processes, and CRM tools. You will be responsible for diagnosing and resolving customer issues, improving workflows, and ensuring customer satisfaction with our cutting-edge Generative AI platform.

Requirements

• Strong understanding of Generative AI, its applications, and its impact on business processes.
• Familiarity with APIs, cloud platforms, and workflow automation tools.
• Ability to analyze and troubleshoot technical issues, with a solutions-oriented mindset.
• Demonstrated ability to follow and improve support processes for efficiency and consistency.
• Strong organizational skills, with the ability to prioritize and manage multiple customer issues simultaneously.
• Proven experience in a customer-facing role, with a passion for helping customers succeed.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Skilled in using CRM tools (e.g., Salesforce, Zendesk, HubSpot) to manage support cases and track customer interactions.
• Experience generating reports and insights from CRM tools to improve support processes.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues related to Generative AI workflows and integrations.
• Respond to customer inquiries via CRM tools, email, and other support channels, providing clear and timely solutions.
• Escalate complex issues to engineering or product teams while maintaining ownership of customer communication.
• Deliver a high-quality customer experience by empathizing with customer needs and ensuring their success with our solutions.
• Proactively identify opportunities to enhance customer adoption and usage of Generative AI capabilities.
• Act as a trusted advisor, helping customers align product capabilities with their business processes.
• Apply a process-oriented approach to streamline technical support workflows, ensuring consistent issue resolution and tracking.
• Document common issues and solutions in a knowledge base to empower customers and internal teams.
• Identify recurring issues and collaborate with Product and Engineering teams to improve system performance and reliability.
• Understand customer workflows and business processes to provide tailored recommendations and solutions.
• Collaborate with customers to ensure that Generative AI solutions integrate seamlessly into their existing workflows.
• Provide technical guidance on designing and optimizing cross-enterprise workflows using Generative AI.
• Leverage CRM tools to manage support tickets, track customer interactions, and ensure accurate documentation.
• Generate reports and insights from CRM tools to monitor support performance and customer satisfaction.

Benefits

• Hubs in San Francisco and New York City offering regular in-person gatherings and co-working sessions
• Flexible PTO with U.S. holidays observed and a week shutdown in December to rest and recharge
• A competitive health insurance plan covers 100% of the policyholder and 75% for dependents
• 12 weeks of paid parental leave in the US
• 401k program, 3% match - vested immediately!
• $500 work-from-home stipend to be used up to a year of your start date
• $1,200 per year Health & Wellness Allowance to support your personal goals
• The chance to collaborate with a team at the forefront of AI research

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees