At a Glance
- Tasks: Manage support tickets, troubleshoot issues, and enhance client satisfaction with empathy and detail.
- Company: Join PolyAI, a leader in conversational AI technology, serving global brands.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic team environment with exposure to leadership at top enterprises.
- Why this job: Be hands-on with cutting-edge AI tech and directly impact client experiences.
- Qualifications: Experience in support roles and strong problem-solving skills required.
The predicted salary is between 35000 - 45000 £ per year.
PolyAI is the Agentic Dialog Platform for building the conversational enterprise, used to build, run, govern, and improve dialog agents at scale. Powered by Raven, a proprietary dialog model trained on more than a billion enterprise conversations, PolyAI agents are built for complexity, open at every layer, and sovereign by design. PolyAI serves hundreds of enterprises across 75 languages and 25 countries, including Metro Bank, Marriott, PG&E, and UniCredit.
We are expanding our support team to provide essential support to our client base, by triaging incoming feature requests, faults and more. Further, using our AI builder tools, you'll both show our clients how to update and fix their agents, and do so yourself. You will be responsible for ensuring the satisfaction of our clients and supporting their day-to-day needs with empathy, an eye for detail and conscientiousness. This is an incredibly hands-on position, as you'll often be interfacing with leadership at global brands. We're offering one of the only client support roles where you can actually listen to everyday people talking to the product you helped manage.
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
- 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
Support Engineer employer: EngineersOfAI
Graphcore is an exceptional employer, offering a dynamic work environment where innovation thrives and every team member can contribute to groundbreaking advancements in AI technology. With a strong focus on employee growth, Graphcore provides ample opportunities for professional development and collaboration with industry experts, all while being part of the prestigious SoftBank Group. Located in a vibrant tech hub, employees enjoy a culture that values creativity, inclusivity, and the chance to make a significant impact in the rapidly evolving field of artificial intelligence.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EngineersOfAI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like EngineersOfAI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to EngineersOfAI:Your cover letter is your chance to shine! Tell us why you want to work at EngineersOfAI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at EngineersOfAI!
How to prepare for a job interview at EngineersOfAI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
