Job
Description
As an AI Digital Assistant Success Specialist, your role is to be a customer champion with strong technical curiosity, dedicated to helping users succeed with AI. You will be instrumental in enhancing the enterprise digital assistant's experience, which includes internal and external tools like ChatGPT. Your responsibilities will involve guiding users to maximize the benefits of our solutions, recognizing automation and enhancement opportunities, and working closely with the engineering team to elevate every interaction to be smarter, quicker, and more satisfying. This position offers an exciting opportunity for problem solvers who thrive in dynamic tech environments and aspire to influence how AI revolutionizes employee experiences. **Key Responsibilities:** - **User Support & Advocacy** - Be the human interface for our Digital Assistant, offering assistance when automation is insufficient. - Resolve user queries efficiently, ensuring prompt, friendly, and accurate responses. - Identify recurring issues, trends, and areas for product enhancement. - Serve as the voice of the customer by advocating feedback and insights within various teams. - **AI Operations & Collaboration** - Collaborate with AI Engineering and Product teams to enhance model accuracy, coverage, and functionality. - Translate real-world user difficulties into actionable insights and improvement requests. - Engage in roadmap discussions and represent the user experience in product decisions. - **Knowledge & Process Management** - Develop and enhance internal knowledge articles to enhance the accuracy of both chatbot and human support. - Assist in designing and promoting scalable support processes to ensure consistency and quality. - Support content governance and taxonomy for improved AI retrieval and human accessibility. - **Analytics & Continuous Improvement** - Analyze chatbot and support data to pinpoint high-impact improvement areas. - Assist in tracking post-launch performance and user adoption metrics. - Contribute to the optimization of prompts and conversations for enhanced engagement and satisfaction. - **AI Training & Testing** - Refine model prompts, responses, and fallback scenarios through live feedback. - Participate in conversational design testing and curation of training data. - Collaborate with engineers and Product Managers to enhance assistant tone, accuracy, and responsiveness. **Qualifications:** - Bachelors degree in Information Systems, Computer Science, Business, or equivalent experience. - Minimum 5 years of professional experience (7+ for senior roles) in IT support, product operations, or digital assistant environments. - Familiarity with Generative AI, NLP, or LLM-based technologies like ChatGPT and Azure OpenAI. - Strong written and verbal communication skills for technical and non-technical audiences. - Experience in enhancing support processes and documentation at scale. - Analytical mindset with comfort in data-driven decision-making. If you love aiding others and translating feedback into actionable initiatives, are enthusiastic about emerging technologies - particularly AI and large language models, think systematically, are a proactive self-starter who seeks ways to enhance processes, and can collaborate effectively across technical, product, and operations teams, then you will thrive in this role.,
