AI Support Engineer/Specialist 3 Month Contract (Must be in the Philippines)

PolyAI builds enterprise voice assistants that have natural conversations with customers to solve their problems. Our voice assistants understand customers, regardless of what they say or how they say it. We serve enterprises where customer conversation is an important part of doing business. Our customers include some of the leading names in banking, hospitality, insurance, retail, and telecommunications.

Our enterprise clients deploy PolyAI voice assistants to cut down on wait times and free up live staff to focus on calls requiring empathy and judgement. As a result, our enterprise clients see improved customer satisfaction, employee retention and operational efficiency.

We are hiring our first AI Support Specialist in the Philippines to provide essential support to our client base, by triaging incoming feature requests, faults and more. You will be responsible for ensuring the satisfaction of our clients and supporting their day to day needs with empathy, an eye for detail and conscientiousness. This is an incredibly hands-on position, as you’ll often be interfacing with leadership at global brands.

We’re offering one of the only client support roles where you can actually listen to everyday people talking to the product you helped manage.

Working Hours: This role will be a contracted  Monday-Friday position, 8 hours a day. As we offer 24/7 support to our clients, we will offer overtime pay up to 30% for any calls taken on Saturday and Sunday.

Requirements

Responsibilities

• Owning the lifecycle of every support ticket, from submission to resolution or prioritisation
• Making judgments on which feature requests reach engineering, and which require pushback
• Investigating faults by listening to live customer calls, to analyse where an issue lies and how to solve it in the most efficient way, perhaps even by yourself
• Making changes to our live virtual assistants using our self-serve tools
• Partnering with both our professional services and customer success teams to find opportunities to upsell clients to more features
• Sharing analytics data with clients to justify your decisions
• Fine tuning PolyAI’s support workflow

Essential Skills

• Experience on a Support/Service Desk as a Support Agent, Support Engineer, Support Analyst or other support focussed client facing role
• Experience using a support or ticketing system such as Atlassian Jira Service Management, Zendesk, Freshdesk, Salesforce or others
• Experience prioritising tasks for an engineering team
• Perfect written and verbal english, with the ability to show empathy, patience and intelligence with our clients
• Ability to learn basic tools, such as how to navigate technical logs
• Must be fluent in English for speaking and writing

Preferred Skills

• A track record of configuring a support or ticketing system such as Atlassian Jira Service Management, Zendesk, Freshdesk, Salesforce or others
• Exposure to working in a young company, or tech startup
• Knowledge of contact centre technologies or processes
• Knowledge of engineering workflows such as scrum and agile
• A hands-on and diligent attitude to work

Benefits