Support Analyst troubleshooting Cayenta enterprise software, CIS, data, integrations, and SQL issues. Supporting utility and local - government customers through remote investigation and documentation.
About the role
- Customer Support Engineer facilitating customer success through technical support and insights. Bridging cutting-edge AI technology with customers at Cohere.
Responsibilities
- Answer incoming calls, respond to customer inquiries, and resolve complaints promptly and professionally.
- Assist customers with integrating and optimizing Cohere’s API and tools via email, chat, call center calls, ticket system, and Discord.
- Create and update self-service resources like documentation, tutorials, and FAQs to empower users and reduce ticket volume.
- Track and prioritize support tickets, ensuring timely follow-ups and clear communication.
- Share customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience.
- Leverage internal tools to identify opportunities for automation and process enhancement.
Requirements
- You are fully Bilingual in both English and French
- You have prior experience in a customer service, call center, technical support, or customer-facing technical role.
- You possess programming skills (e.g., Python, JavaScript) and familiarity with APIs, REST, and developer tools.
- You’re adept at troubleshooting and enjoy solving puzzles, even in ambiguous situations.
- You excel at communicating complex technical concepts clearly to both technical and non-technical audiences.
- You’re customer-obsessed, proactive, and driven to deliver exceptional experiences.
- You thrive in collaborative, cross-functional environments
Benefits
- An open and inclusive culture and work environment
- Work closely with a team on the cutting edge of AI research
- Weekly lunch stipend, in-office lunches & snacks
- Full health and dental benefits, including a separate budget to take care of your mental health
- 100% Parental Leave top-up for up to 6 months
- Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement
- Remote-flexible, offices in Toronto, New York, San Francisco, London and Paris, as well as a co-working stipend
- 6 weeks of vacation (30 working days!)
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