Technical Support Specialist

About this role

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Skills you'll use

What you'll do

• Journey Optimization: Map and assess your journey across all touchpoints (self-service, virtual agent, live help, community) to identify pain points, automation opportunities, and efficiency gains.
• Automation & AI Execution: Partner on the continuous refinement of automation logic and AI Led Support using performance data, Human-in-the-Loop (HITL) testing, and user insights to improve containment, accuracy, and customer trust.
• Opportunity Identification & Ticketing: Translate insights and customer pain points into clear, actionable tickets for the Build Program to implement. Track progress and validate post-launch impact.
• Product Release Readiness: Own the journey readiness process for product and support releases coordinating KB/IKB content updates, testing, and validation to ensure seamless deployment.
• User Acceptance Testing (UAT): Participate in UAT for all journey-affecting changes, ensuring logic, tone, and experience meet quality standards before go-live.
• Knowledge Management: Create, maintain, and optimize journey-related knowledge content to ensure accuracy, discoverability, and alignment with customer intent.
• Performance & Impact Tracking: Monitor key journey metrics (containment, CSAT, cost per contact) to identify trends, root causes, and areas for improvement.
• Escalation Management: Manage L4 escalations within your journey, ensuring timely resolution and capturing learnings to inform systemic fixes.
• Voice of Customer: Analyze customer sentiment, survey results, and feedback to surface insights that drive journey-level improvements.
• Cross-Functional Collaboration: Work with Product, Engineering, Operations, and Build Program teams to align on improvements, readiness, and quality outcomes.

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