What You'll Do
As a valued member of the Enterprise AI Support team, you will:
Provide world-class support through customer tickets, ensuring timely and accurate resolutions.
Troubleshoot issues remotely using internal dashboards and generative AI tools.
Identify opportunities to enhance systems, efficiency, and customer experience.
Collaborate cross-functionally and share best practices to strengthen the knowledge base.
Continuously learn and adapt to emerging technologies.
Swing shift hours are 3P-12A Tues-Sat or Sun-Thurs. This is a 24x7x365 help desk so individuals will also be expected to work holidays on a rotating basis.
Basic Qualifications
Minimum 1 year of experience in a help desk, technical support, or customer support role
High School Diploma or equivalent
Flexibility to work a rotating schedule (evenings, weekends, and holidays as needed)
Strong written communication, analytical thinking, and multitasking skills
US citizenship required with the ability to obtain a secret clearance or higher in the future
IAT level I certification (A+, Network+) or able to obtain within 3 months
Preferred Qualifications
Technical or customer support experience in a digital or SaaS environment
Proficiency with Salesforce, Datadog, Notion, Stripe, or Retool
Familiarity with SQL, Splunk, Domains, Chrome Developer Tools, and JSON
Post-secondary education in Technology, Computer Science, or a related field an asset
Tech-savvy, with the ability to learn and apply new tools quickly
Excellent problem-solving and decision-making abilities
Professional Skills
Analytical and solution-oriented mindset
Excellent communication and interpersonal skills
Adaptability and flexibility in a fast-paced environment
High attention to detail and precision in troubleshooting
Team player who thrives in a collaborative, high-performing environment
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$18.65 - $26.44/hr
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
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