Client-Facing AI Support Engineer – Dialog Platform

EngineersOfAI; Greater London; On-site; GBP 30,000 - 42,000; Full time

Job summary

PolyAI is expanding its support team to provide essential support to our client base. You will triage incoming feature requests and faults, and with AI tooling you will show clients how to update and fix their agents. This is a hands-on role, often interfacing with leadership at global brands.

We offer one of the only client support roles where you can listen to everyday people talking to the product you helped manage, while driving satisfaction and efficient resolutions.

Qualifications

• Experience on a Support/Service Desk as a Support Agent, Support Engineer, Support Analyst or other support focussed client facing role, including managing and prioritising a high volume of concurrent tickets without compromising response quality or turnaround time

Responsibilities

• Owning the lifecycle of every support ticket, from submission to resolution or prioritisation
• Making judgments on which feature requests reach engineering, and which you can solve yourself, or with AI tooling
• Translating support requests into AI prompts in the PolyAI Agent Studio
• Investigating faults by listening to live customer calls, to analyse where an issue lies and how to solve it in the most efficient way, often by yourself
• 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

Skills

Support desk experience

Job description

PolyAI is expanding its support team to provide essential support to our client base. You will triage incoming feature requests and faults, and with AI tooling you will show clients how to update and fix their agents. This is a hands-on role, often interfacing with leadership at global brands.

We offer one of the only client support roles where you can listen to everyday people talking to the product you helped manage, while driving satisfaction and efficient resolutions.