Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry. As one of the critical members of Level’s rapidly growing go-to-market team, your work will be new and of the highest impact to shape the future of AI in businesses. Our team has experience from Amazon Alexa, Facebook, Google, and other leading organizations. We place trust in our employees to blaze their own path to success and will empower you with the freedom and resources you need to be effective in your role. Job Overview: The Tech Support Specialist will play a crucial role in ensuring the smooth operation and satisfaction of our customers by providing technical assistance and support related to Level AI’s software. This role involves responding to queries, troubleshooting, isolating problems, and determining and implementing solutions. You must be comfortable partnering with product and engineering to identify and prioritize issues and communicate progress back to our clients.
Responsibilities:
Tech Support members are experts on Level AI’s product and apply their technical knowledge to support customers.
Partner with the Customer Success teams and engineering to troubleshoot customer issues, and deliver solutions.
Answer knowledge based questions about the product, and advise on best practices.
Develop domain expertise in the areas of common SaaS Integrations (such as Salesforce and Kustomer) and Level AI’s NLU use cases.
Document best practices, and answers to common questions and issues.
Collaborate with Engineering to prioritize product issues and solutions.
Design and implement scalable processes to build out the support team, globally.
Requirements:
Requirements:Technical experience with modern SaaS applications and systems.
Ability to stay organized and handle multiple complex customer tickets simultaneously.
Experience with cloud data warehouse technologies such as Snowflake and connectors such as FiveTran is a plusExperience with reporting tools would be an advantage.
Understanding NLU technologies and their applications is a huge plus.
