[Remote] Technical Support Analyst - Generative AI

Note: The job is a remote job and is open to candidates in USA. You.com is an AI-powered search and productivity platform dedicated to enhancing user experiences through innovative technologies. The Technical Support Analyst will provide critical support for Generative AI solutions, focusing on diagnosing technical issues, improving customer workflows, and ensuring overall customer satisfaction.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues related to Generative AI workflows and integrations
• Respond to customer inquiries via CRM tools, email, and other support channels, providing clear and timely solutions
• Escalate complex issues to engineering or product teams while maintaining ownership of customer communication
• Deliver a high-quality customer experience by empathizing with customer needs and ensuring their success with our solutions
• Proactively identify opportunities to enhance customer adoption and usage of Generative AI capabilities
• Act as a trusted advisor, helping customers align product capabilities with their business processes
• Apply a process-oriented approach to streamline technical support workflows, ensuring consistent issue resolution and tracking
• Document common issues and solutions in a knowledge base to empower customers and internal teams
• Identify recurring issues and collaborate with Product and Engineering teams to improve system performance and reliability
• Understand customer workflows and business processes to provide tailored recommendations and solutions
• Collaborate with customers to ensure that Generative AI solutions integrate seamlessly into their existing workflows
• Provide technical guidance on designing and optimizing cross-enterprise workflows using Generative AI
• Leverage CRM tools to manage support tickets, track customer interactions, and ensure accurate documentation
• Generate reports and insights from CRM tools to monitor support performance and customer satisfaction

Skills

• Strong understanding of Generative AI, its applications, and its impact on business processes
• Familiarity with APIs, cloud platforms, and workflow automation tools
• Ability to analyze and troubleshoot technical issues, with a solutions-oriented mindset
• Demonstrated ability to follow and improve support processes for efficiency and consistency
• Strong organizational skills, with the ability to prioritize and manage multiple customer issues simultaneously
• Proven experience in a customer-facing role, with a passion for helping customers succeed
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences
• Skilled in using CRM tools (e.g., Salesforce, Zendesk, HubSpot) to manage support cases and track customer interactions
• Experience generating reports and insights from CRM tools to improve support processes

Benefits

• Hubs in San Francisco and New York City offering regular in-person gatherings and co-working sessions
• Flexible PTO with U.S. holidays observed and a week shutdown in December to rest and recharge*
• A competitive health insurance plan covers 100% of the policyholder and 75% for dependents*
• 12 weeks of paid parental leave in the US*
• 401k program, 3% match - vested immediately!*
• $500 work-from-home stipend to be used up to a year of your start date*
• $1,200 per year Health & Wellness Allowance to support your personal goals*
• The chance to collaborate with a team at the forefront of AI research

Company Overview

Company H1B Sponsorship