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- Tasks: Provide top-notch technical support and troubleshoot complex client issues.
- Company: Join Ada, a pioneering AI customer service company transforming how brands engage with customers.
- Benefits: Enjoy unlimited vacation, flexible work schedules, and comprehensive health benefits.
- Why this job: Be part of an innovative team shaping the future of AI while growing your skills.
- Qualifications: Experience with APIs, web applications, and excellent problem-solving skills required.
- Other info: Remote work options available; thrive in a supportive, growth-focused environment.
The predicted salary is between 35000 - 50000 £ per year.
Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We are driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love – instant, proactive, personalized, and effortless.
Ada is an AI transformation platform and partner, combining strategic expertise with powerful AI agent management technology to accelerate businesses' AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.
Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.
At Ada, we see growth as a reflection of each individual owner's personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.
You have a proven track record of resolving issues that are hard to replicate and may be dependent on products or infrastructure beyond Ada's own product/platform.
Technical Competences:- You have experience using Postman or CURL.
- Experience supporting web applications in our current technology stack (Jira, Zendesk, Salesforce).
- You possess a working knowledge of Application Programming Interfaces (APIs).
- You have excellent backlog management skills, ensuring service requests are kept up to date and nothing “dies on the vine”.
- You possess an analytical and methodical approach to problem-solving and troubleshooting technical issues.
- You manage competing priorities transparently.
- You can explain complex concepts effectively to different audiences, and adjust your communication style accordingly.
- Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs.
- Deliver exceptional customer service experience and technical support to our clients.
- Support our non-engineering teams in using, debugging, and understanding our platform.
- Maintain and improve internal product documentation for the client support team.
- Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders.
The expected salary range for this position is 35,000-50,000 GBP. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.
Please note this position will need to be based remote UK or timezones that can support EMEA timezone (GMT +2 or +1).
At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritise your well-being, growth, and work-life balance. Here’s what we offer:
- Unlimited Vacation: Recharge when you need to.
- Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
- Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
- Employee & Family Assistance Plan: Resources to support you and your loved ones.
- Flexible Work Schedule: Balance your work and personal life.
- Remote-First, In-Person Friendly: Options to work from home or at our local hub.
- Learning & Development Budget: Invest in your long-term growth goals and skills.
- Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
- Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
- Hands-On with LLMs: Enhance your expertise in leveraging large language models.
- A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
The above Benefits and Perks only apply to full-time, permanent employees. Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.
Technical Support Advisor employer: Ada
Contact Detail:
Ada Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor
✨Tip Number 1
Familiarise yourself with Ada's AI technology and customer service philosophy. Understanding their mission to enhance customer experiences will help you align your answers during interviews and demonstrate your enthusiasm for the role.
✨Tip Number 2
Brush up on your technical skills, especially with tools like Postman, CURL, and platforms such as Jira, Zendesk, and Salesforce. Being able to discuss your hands-on experience with these tools will set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your problem-solving abilities. Think of specific examples where you've triaged or resolved complex technical issues, as this will be crucial in demonstrating your fit for the Technical Support Advisor role.
✨Tip Number 4
Practice explaining complex concepts in simple terms. Since you'll need to communicate effectively with non-technical teams, being able to convey technical information clearly will be a valuable skill to highlight during your interview.
We think you need these skills to ace Technical Support Advisor
Some tips for your application 🫡
Understand the Company: Familiarise yourself with Ada's mission and values. Highlight how your personal growth aligns with their focus on continuous improvement and exceptional customer service.
Tailor Your CV: Ensure your CV reflects relevant experience, particularly in technical support and familiarity with tools like Postman, Jira, and Zendesk. Emphasise your problem-solving skills and ability to manage competing priorities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for AI and customer service. Mention specific examples of how you've resolved complex issues and your approach to troubleshooting, as well as your communication skills.
Highlight Relevant Skills: In your application, clearly outline your technical competencies, such as your knowledge of APIs and backlog management. Use specific examples to demonstrate your analytical approach and ability to explain complex concepts to various audiences.
How to prepare for a job interview at Ada
✨Understand the Company and Its Mission
Before your interview, take some time to research Ada and its mission to provide extraordinary customer service through AI. Familiarise yourself with their technology stack and the brands they work with. This will help you align your answers with their values and demonstrate your genuine interest in the company.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with tools like Postman, CURL, and platforms such as Jira, Zendesk, and Salesforce. Highlight specific examples of how you've used these tools to resolve complex issues, as this will show your technical competence and problem-solving abilities.
✨Communicate Clearly and Effectively
Since the role involves explaining complex concepts to various audiences, practice articulating your thoughts clearly. Use simple language when discussing technical topics and be ready to adjust your communication style based on who you're speaking to during the interview.
✨Demonstrate Your Problem-Solving Approach
Prepare to discuss your analytical and methodical approach to troubleshooting. Share specific instances where you've successfully triaged and resolved client support issues, and explain how you manage competing priorities while maintaining a high level of customer service.
