Customer Support Specialist (Talent Pooling)

We are seeking a skilled Customer Support Specialist to join our team. The ideal candidate will have a strong background in Zendesk, a deep understanding of AI technologies, and a proven ability to provide consultative and troubleshooting customer service. Additionally, the candidate should possess the ability to duplicate and redesign processes to improve customer support operations.

Key Responsibilities

• Customer Support via Zendesk: Manage and resolve customer inquiries using Zendesk, ensuring a high level of customer satisfaction.
• AI Technology Expertise: Utilize a deep understanding of AI technologies to assist customers with product-related questions and issues.
• Consultative Support: Provide consultative support to customers, helping them to understand and effectively use our AI products.
• Troubleshooting: Diagnose and resolve technical issues reported by customers, ensuring timely and effective solutions.
• Process Duplication and Redesign: Identify opportunities to duplicate successful processes and redesign workflows to enhance efficiency and customer experience.
• Documentation: Create and maintain detailed documentation of support processes, solutions, and customer interactions.
• Collaboration: Work closely with the development and product teams to escalate and resolve complex issues.

Skills and Qualifications

To crush it in this role, you'll need:

• Proficient in using Zendesk for customer support.
• Deep understanding of AI technologies and their applications.
• Proven experience in consultative and troubleshooting customer service roles.
• Strong ability to diagnose problems, find solutions, and implement changes.
• Experience in duplicating and redesigning support processes to improve efficiency.
• Communication Skills: Excellent verbal and written communication skills.