Key skills
SQLAICommunication
About this role
This is a remote position.
Role Overview
We are seeking two external (EXT) resources to provide 24/7 on-call support for the Customer-Support-Data Slack channel, which serves 600+ CommOps analysts. This role is critical to ensuring timely responses to data-related questions, issue triage, and smooth coordination across teams. The ideal candidate should have a strong understanding of the customer support data ecosystem, be comfortable querying data, and communicate effectively across stakeholders.
Key Responsibilities
• Provide round-the-clock monitoring and support for the Customer-Support-Data Slack channel (#commops-data-support) and related requests • Respond to analyst questions related to customer support data • Triage incoming issues and determine appropriate next steps • Delegate questions or issues to the appropriate team members when needed • Perform data queries and basic analysis to resolve user inquiries • Clearly communicate findings, status updates, and resolutions • Document recurring issues, resolutions, and knowledge articles • Identify automation opportunities and train the AI bot to improve automated responses • Continuously improve support processes to enhance response time and qualityRequired Skills & Qualifications
• Strong understanding of the customer support data ecosystem • Ability to write and execute data queries (e.g., SQL or relevant tools) • Excellent written communication skills for a Slack-based support environment • Strong triage and problem-solving skills • Ability to coordinate and collaborate with cross-functional stakeholders • Experience documenting processes and creating knowledge base content • Ability to work independently in an on-call support environmentPreferred Qualifications
• Experience supporting large analyst communities (500+ users) • Familiarity with AI/automation tools and bot training • Prior experience in data operations or support rolesWork Model
• 24/7 coverage model (shift-based rotation) • External contractor role