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8 Sep 2020

Full-Time Support Operations Technologist

Sage Intacct – Posted by SageIntacct San Jose, California, United States

Job Description

Sage Intacct is seeking a Technologist to join our Customer Support Operations team. As our Support Operations Technologist, you will have a unique role that is sure to challenge and excite the right candidate. You will work closely with the Customer Support team, Knowledge Program Manager, and Support Operations to identify opportunities that help drive continuous improvement and effectiveness of our virtual assistant, AI telephony, automated case routing, and other self-service solutions that Sage Intacct may adopt in the future.

The ideal candidate has a solid interest in evolving support technologies including Chat/Messenger bots, Virtual Assistants, Alexa Skills, AI-assisted telephony, etc. and has a proven ability to explain complex issues in clear, non-technical language. You are an analytical thinker with the creative ability to craft conversations, workflows, and decision trees that quickly and effectively guide people to the solutions they are looking for.

Responsibilities:

  • Take ownership of the Sage Intacct Virtual Assistant, chatbot solutions, 3rd Gen telephony system, and related support tools, expanding the applications across the enterprise over time
  • Perform weekly analysis of trends in VA conversations to identify topics and unanswered questions with the biggest opportunity to automate
  • Analyze customer support cases to identify new topics to automate and publish via KBA, Chatbot, and telephony solutions
  • Build and maintain our community Customer Support Center to ensure the shared answers and knowledge developed is available to our customers via our Support Center
  • Partnering with SME’s to understand and assess use cases – including the context, the topics, and the types of questions they expect users to ask the Virtual Assistant
  • Designing, implementing, and tuning the intents and entities that define the conversation interaction – along with the associated dialog flow, business rules, context variables, and so forth
  • Set KPI’s and meet goals that improve the performance of our AI solutions month-over-month
  • Maintain knowledge of current and emerging technologies/products/trends related to Bots, AI, and analytical tools

Requirements:

  • 2+ years’ experience with Salesforce or similar enterprise tools important
  • 2+ years’ experience with virtual assistants, chatbot solutions, developing conversations, workflows, decision trees, and voice assistant solutions (i.e. Alexa skills) is a plus
  • Strong interest in natural language processing, NLU, machine learning, and related fields
  • Experience working with 3rd party tools/plugins that integrate with cloud solutions
  • Extremely strong language skills with attention to detail, accuracy, grammar, spelling, and phraseology
  • Having experience with Customer Support methodologies a plus

You are also:

  • A self-motivated person, a problem-solver, results-oriented, and delivers on deadlines
  • A person with excellent organizational skills and follow-through
  • Highly enthusiastic, positive-minded, customer-focused, service-orientated
  • Someone that has proven success in a team environment and collaborating across teams
  • You have a bachelor’s degree in one of the following areas; Business Administration, Accounting, Management Information System, Math or equivalent experience

How to Apply

https://app.jobvite.com/j?aj=ol4sdfwO&s=Pink_Jobs

Job Types: Full-Time. Job Tags: customer support operations, operations, and Support.

Job expires in 33 days.

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