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- Tasks: Provide top-notch technical support for Alexa's Q&A, translating and localising content.
- Company: Join Evi Technologies, a leader in AI and voice-assistant technology.
- Benefits: Enjoy a collaborative work environment and opportunities for personal growth.
- Why this job: Make a real impact on customer satisfaction while working with cutting-edge technology.
- Qualifications: Fluent in French and English, with strong problem-solving and communication skills.
- Other info: Located in Cambridge, this role requires a passion for tech and customer service.
The predicted salary is between 30000 - 42000 £ per year.
At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazon's voice AI, living in the cloud and ready to help anywhere there's internet access and a device that can connect to Alexa. Making Alexa part of your day is as simple as asking a question. Alexa can play your favourite song, read the latest headlines, dim the lights in your living room, and more. Basically, Alexa wants to make your life easier, more meaningful, and more fun by helping you voice control your world, both at home and on the go.
Help make Alexa smarter by joining our Knowledge International Operations team in Cambridge, UK. We use our cultural and linguistic knowledge to localize Alexa's knowledge base so that Alexa can understand and answer more questions from customers in all languages. As a member of the team, you will be responsible for translating knowledge content into your language, following a variety of processes using our understanding of systems related to the Alexa knowledge base. We identify and correct knowledge gaps and share findings to implement scalable solutions across languages. We think from the customer's viewpoint and use our cultural and linguistic expertise to solve questions on how customers might interact with Alexa.
If you are a proactive, adaptable, and quality-driven professional who thrives in a collaborative environment, we invite you to apply for this French-speaking Support Engineer role in our Cambridge office. This is an excellent opportunity to leverage your technical expertise and language skills to make a direct impact on customer satisfaction and team metrics.
Key job responsibilitiesAs a native French-speaking Support Engineer based out of our Cambridge office, you will be responsible for providing high-quality technical support to Alexa Question & Answering (Q&A) internal and external customers. In the role, you can expect to:
- Follow workflows with strong guidelines to localize and scale Alexa's Q&A understanding, using internal localization tools and engines
- Create relevant and engaging content for customers based in your language's locale
- Use your language expertise to perform Quality Assurance testing, ensuring that the content you localize is understood correctly and enables Alexa to sound like a local
- Work across a set of internal applications and platforms to analyze where Alexa fails to provide an optimal answer
- Act as the first line of defence by troubleshooting top semantic frictions/defects using a set of semantic Q&A tools and implement fixes to drive improvements in Alexa's performance in your language
- Manage trouble tickets to resolution or escalation, leveraging existing documentation, procedures, and tools
- Triage complex problems to appropriate teams and track through to resolution
- Interface with a variety of business and technical teams to resolve blockers and share language specific defect trends to fix problems at the root
- Provide detailed data and communication in tickets, documenting your investigation actions and next steps
- Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes
- Generate service metrics using scripts and/or documentation
- Apply your unique skillset to improve team processes and highlight documentation or training needs
- Impart your knowledge to team members through peer reviews, trainings and/or support sessions
- Fluency in French and English, with strong written and verbal communication abilities
- Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
- Ability to thrive under pressure and adapt to a fast-paced environment
- Ability to keep up with changing project conventions and newly launching projects
- Excellent organizational skills and attention to detail
- Strong analytical, communication and interpersonal skills
- Commitment to providing high-quality support and exceptional customer service
- Proficiency in generating accurate and complete support documentation
- Good judgment and decision-making skills
- Proficient with Microsoft Office products
- One or more years of experience as a transcriber or annotator
- Quick in adapting to new processes and workflows
- Writing/editing experience and familiarity with content production processes
- Experience/Familiarity with ontologies and/or knowledge representations
- Experience/Familiarity in SQL
- Experience in a technical support or similar role
L2 Service Desk Support - French, Alexa Information & Ads employer: Evi Technologies Limited
Contact Detail:
Evi Technologies Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land L2 Service Desk Support - French, Alexa Information & Ads
✨Tip Number 1
Familiarise yourself with Alexa's functionalities and capabilities. Understanding how Alexa interacts with users will help you provide better support and demonstrate your knowledge during interviews.
✨Tip Number 2
Brush up on your technical skills, especially in troubleshooting and problem-solving. Being able to showcase your ability to resolve issues quickly will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Evi Technologies Limited or similar companies. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare for potential role-play scenarios where you might need to demonstrate your customer service skills. Practising these interactions can help you feel more confident and ready for the interview.
We think you need these skills to ace L2 Service Desk Support - French, Alexa Information & Ads
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your fluency in French and English, as well as any relevant technical support experience. Emphasise your problem-solving skills and ability to work under pressure, as these are key for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for working with Alexa and how your skills align with the job responsibilities. Mention specific experiences that demonstrate your ability to provide high-quality support and your understanding of AI and natural language processing.
Showcase Relevant Experience: If you have experience in technical support, content localization, or quality assurance, make sure to detail this in your application. Use examples that illustrate your analytical skills and attention to detail, which are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter to ensure there are no spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important traits for this position.
How to prepare for a job interview at Evi Technologies Limited
✨Showcase Your Language Skills
Since this role requires fluency in both French and English, be prepared to demonstrate your language proficiency during the interview. You might be asked to translate a short passage or answer questions in both languages to showcase your skills.
✨Understand the Product
Familiarise yourself with Alexa and its functionalities. Understanding how voice AI works and being able to discuss its features will show your genuine interest in the role and the company. Consider how you would explain Alexa's capabilities to someone unfamiliar with the technology.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Think of examples from your past experiences where you successfully resolved technical issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Team Collaboration
This role involves working closely with various teams. Be ready to discuss your experience in collaborative environments. Share specific examples of how you've worked with others to achieve common goals, especially in high-pressure situations.
