Please note: This is a service desk support engineer role. You will report to our client facing teams, and be measured on your ability to triage client requests, configure our systems, work with our engineering teams to prioritise tickets, and maintain client relationships. For those interested in an engineering support role, reporting to our engineering team and with duties involving technical documentation and engineering work, please apply to our Technical Support Engineer role.
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, to provide essential support to our B2B 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.
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 at a B2B or SaaS company
- 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
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
PolyAI Benefits
💰 Participation in the company’s employee share options plan
🏝 25 days holiday, plus bank holidays
🏡 Flexible working from home policy plus a one-off WFH allowance when you join
🌎 Work from outside of the UK for up to 6 months each year
🧡 Enhanced parental leave
📚 Yearly learning budget
🚲 Bike2Work scheme
🏥 Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs
