Intern - Dai Support

3 weeks ago


Chennai Tamil Nadu, India Digital.ai Full time

**About Us**

**Roles and Responsibilities**:

- Provide high quality 24/7 technical support of Digital.ai products by helping customers resolve issues, including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes
- Perform thorough analysis of the issue and provide customer updates within the set SLAs and response time guidelines
- Maintain availability to customers and other team members during normal working hours and be available to flex your schedule to accommodate trends in ticket volume
- Practice the 'give and take' model of knowledge and experience exchange by sharing information gained through individual training, on-sites, and other non-typical job-related opportunities with the greater team
- Consistently communicate with customers to convey the status of fixes, triage, and questions. You will ensure that customers are kept always informed.
- Support on-going efforts in defining best practice for Digital.ai product solutions
- Facilitate and liaise communication across internal teams and update the customers systematically
- Contribute, maintain, and improve knowledge base articles, SharePoint pages, training materials, and other repositories of information to keep it accurate, pertinent, and valuable
- Look for ways that the support team can improve our processes, communication, systems, etc., so that we can more provide more help to our customers
- Must be able to work effectively with a globally distributed team using collaborative tools such as Zendesk, Atlassian, Microsoft Office 365 suite, and Slack
- Alert management proactively about customer issues that are heading toward escalation or which require special handling
- Advocate as Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
- Report customer use cases, requirements, and enhancement requests
- Characterize customer-found defects and recommend fixes
- Protect Customer intellectual property and any personal information that you may encounter during your efforts



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