Own first-line intake for Alice support across ASR, CSR, and Back Office teams (Slack, Jira, email).
Triage incoming requests: reproduce issues, categorize (bug, data, training, enhancement), and assess severity and impact.
Resolve issues without engineering via guidance, configuration, and documented workarounds; keep stakeholders moving.
Create high-quality tickets when engineering is required, including repro steps, expected vs actual behavior, and business impact.
Coordinate urgent incident response for critical outages or workflow breaks, with clear status updates and post-incident follow-ups.
Identify recurring patterns and drive prevention through knowledge base articles, lightweight enablement, and recommendations to Product.
Track and report support health metrics weekly (volume, time-to-first-response, deflection rate, top drivers).

Internal Customer Support

Key skills