About the job
Join our innovative AI Special Forces team at darwin-ai! We are on the lookout for an enthusiastic and driven AI Support Specialist who is passionate about leveraging technology and artificial intelligence to enhance customer experiences. If you thrive on solving challenges, are exceptionally organized, and have a keen interest in AI and tech, we want you!
In this pivotal role, you will serve as the first point of contact for clients facing challenges with their AI agents or requiring integration with external systems. You will engage directly with customers to address inquiries, troubleshoot technical issues, and collaborate with various internal teams including Customer Success, Onboarding, Product, and Engineering to ensure expedient and comprehensive solutions. Your contributions will be vital in fostering strong client relationships and enhancing their experience with Darwin AI.
Your responsibilities will include:
- Providing prompt responses to customer inquiries via WhatsApp, email, and Slack to ensure high levels of customer satisfaction.
- Troubleshooting and resolving technical issues related to AI behavior, configuration, and API integrations.
- Monitoring alerts from internal tools and customer feedback on the Darwin platform.
- Collaborating closely with Product and Engineering teams, escalating complex issues, and contributing to product enhancements.
- Documenting support activities meticulously to maintain accurate records of issues and their resolutions.
- Identifying recurring problems and assisting in the development of internal documentation and FAQs.
- Working with Customer Success and Onboarding teams to ensure a seamless customer journey.
- Auditing AI conversations to identify bugs and opportunities for improvement.
- Ensuring that all critical feedback and issues are resolved within the specified SLA.
