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- Tasks: Help clients troubleshoot AI issues and ensure smooth operation of Circana products.
- Company: Join Circana, a global leader in tech with a focus on inclusivity and growth.
- Benefits: Flexible work environment, competitive salary, and opportunities for continuous learning.
- Why this job: Make a real impact by solving client problems and enhancing their experience with AI.
- Qualifications: Bachelor's degree in tech or equivalent experience; strong problem-solving and communication skills.
- Other info: Be part of a diverse team that celebrates unique perspectives and fosters innovation.
The predicted salary is between 30000 - 42000 £ per year.
At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives.
The Client Technical Customer Support role involves providing expert assistance to internal and external clients by troubleshooting AI technical issues and ensuring seamless operation of Circana products and services. This position requires strong problem-solving skills, excellent communication, and a deep understanding of the company's offerings. By addressing client concerns promptly and effectively, the role helps maintain high levels of customer satisfaction and loyalty. Additionally, it involves collaborating with other teams to improve overall service quality and client experience.
Job Responsibilities
- Client Issue Resolution: Troubleshoot and resolve client-reported issues related to AI products (e.g., model performance, integrations, or configuration problems).
- Product Guidance: Provide clients with best practices on using AI solutions effectively, including setup, customization, and optimization.
- Incident Management: Track, prioritize, and manage support tickets from intake to resolution, escalating to L2/L3 teams when needed.
- System Monitoring: Monitor AI applications and pipelines for errors, anomalies, or downtime, ensuring proactive resolution before clients are impacted.
- Documentation: Create and maintain knowledge base articles, troubleshooting guides, FAQs, and client training materials.
- Feedback Loop: Gather client feedback and relay it to product and engineering teams to drive improvements and new feature development.
- Testing & Validation: Assist in testing bug fixes, patches, and product updates before release to clients.
- Data Handling Support: Guide clients on data formatting, preprocessing, and ensuring compliance/security while using AI tools.
- Cross-Team Collaboration: Work closely with product managers, engineers, and customer success teams to ensure client satisfaction and issue resolution.
Required profile
- Bachelors degree in computer science, Information Technology, Engineering, or related field (or equivalent hands-on experience).
- Prior experience in technical support, help desk, or client success roles (ideally with SaaS, enterprise or AI/tech products).
- Ability to manage multiple client priorities with professionalism and efficiency.
- Excellent verbal and written communication skills with the ability to explain technical issues to non-technical users.
- Strong problem-solving skills with the ability to diagnose issues across applications, APIs, and integrations.
- Strong documentation skills for creating FAQs, support articles, and knowledge base content.
- Basic knowledge of AI concepts, cloud platforms, and APIs is strongly preferred.
- Familiarity with AI systems, natural language processing tools, or machine learning products.
- Experience using tools like Jira, Confluence and CRM tools, or similar bug tracking and documentation systems.
- Bilingual a plus (English/Spanish, English/German or English/Italian).
- Familiarity w/Circana tools, including Unify, model/report building, and ideally Emiri; prior experience is a strong plus.
- Flexibility to work in different time zones, shifts, or on-call rotations (if required).
- Passion for technology and willingness to continuously learn about new AI tools and trends.
We are a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences, cultures, and viewpoints that each individual brings. By embracing a wide range of backgrounds, skills, expertise, and beyond, we create a stronger, more innovative environment for our employees, clients, and communities. With us, you can always bring your full self to work. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Circana is proud to be Certified by Great Place To Work. This prestigious award is based entirely on what current employees say about their experience working at Circana.
AI Technical Customer Support in Bracknell employer: Circana
Contact Detail:
Circana Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land AI Technical Customer Support in Bracknell
✨Tip Number 1
Network like a pro! Reach out to people in your field on LinkedIn or at industry events. A friendly chat can lead to job opportunities that aren't even advertised yet.
✨Tip Number 2
Practice makes perfect! Prepare for interviews by doing mock sessions with friends or using online platforms. The more you rehearse, the more confident you'll feel when it’s showtime.
✨Tip Number 3
Show off your skills! Create a portfolio or a personal project that highlights your technical abilities. This is a great way to demonstrate your problem-solving skills and passion for AI.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are genuinely interested in joining our team at Circana.
We think you need these skills to ace AI Technical Customer Support in Bracknell
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the AI Technical Customer Support role. Highlight your relevant experience in technical support and your understanding of AI concepts, as this will show us you’re a great fit for the position.
Show Off Your Problem-Solving Skills: In your application, don’t shy away from sharing examples of how you've tackled technical issues in the past. We love seeing candidates who can demonstrate their problem-solving abilities, especially when it comes to AI products!
Communicate Clearly: Since excellent communication is key for this role, make sure your written application reflects that. Use clear and concise language, and avoid jargon unless it’s necessary. We want to see how well you can explain complex ideas simply!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Circana
✨Know Your AI Stuff
Make sure you brush up on your knowledge of AI concepts, cloud platforms, and APIs. Familiarity with Circana's tools like Unify and Emiri will give you a leg up. Be ready to discuss how you've used these technologies in past roles.
✨Show Off Your Problem-Solving Skills
Prepare to share specific examples of how you've tackled technical issues in the past. Think about times when you resolved client-reported problems or improved service quality. This will demonstrate your ability to think on your feet and provide effective solutions.
✨Communicate Clearly
Since you'll be explaining technical issues to non-technical users, practice simplifying complex concepts. Use clear, concise language and be ready to showcase your excellent verbal and written communication skills during the interview.
✨Be Ready for Teamwork
Collaboration is key in this role, so come prepared to discuss how you've worked with cross-functional teams in the past. Highlight any experiences where you gathered feedback or collaborated with product managers and engineers to enhance client satisfaction.