Job Description
- Job Description:
- Capture, document, and triage customer-reported issues.
- Manage support ticket systems (e.g., Jira) to track, prioritize, and assign issues effectively.
- Troubleshoot chat and agent behaviors to identify root causes.
- Act as the first line of technical support, escalating complex issues when needed.
- Test platforms, agents, and prompt libraries against defined acceptance criteria.
- Validate new agent versions and ensure successful rollout across client environments.
- Provide structured feedback loops to the Enablement team for iterative improvements.
- Maintain and populate client-facing documentation and knowledge bases.
- Support version control for prompts, templates, and agents.
- Ensure prompt libraries and agent versions are distributed consistently across environments.
- Syndicate demo and training materials across client platforms.
- Partner with the Enablement team to ensure training content reflects the most current agent versions and best practices.
- Provide insights from recurring issues to help refine enablement strategy.
- Requirements:
- Strong experience in a customer support, QA, or technical troubleshooting role.
- Familiarity with support ticket systems such as Jira, including triage, tracking, and reporting.
- Familiarity with generative AI tools (e.g., ChatGPT, custom GPTs, agent frameworks).
- Ability to follow structured testing protocols and acceptance criteria.
- Strong documentation and knowledge management skills.
- Excellent communication skills for translating technical findings into clear guidance.
- Comfort working across multiple tools, environments, and customer-facing systems.
- Benefits:
- Opportunities to grow your career on innovative client projects.
- A culture of inclusion where your voice matters.
- A commitment to learning, knowledge-sharing, and skill development.
- Flexible, remote-first work environment.
Apply tot his job
Apply To this Job