Qiscus is an AI-powered omnichannel customer engagement platform that enables businesses to meet the rising expectations for exceptional Customer Experiences (CX) by facilitating timely and intuitive conversations at scale. The AI Solution & Support Specialist plays a crucial role in supporting the Solution & Support team by leveraging AI-related insights and data to improve service quality, efficiency, and decision-making processes. This role combines operational support, data analysis, and technical troubleshooting, especially on AI-related cases.
What You Will Do :
- Prepare data for reporting and analysis to support Solution & Support initiatives.
- Build and maintain the AI Knowledge Base to ensure accurate and up-to-date documentation.
- Handle onboarding documents and provide administrative support for daily operations.
- Ensure data and documentation are well-organized and properly managed.
- Analyze monthly ticketing data, extract insights, and deliver summary reports to founders.
- Work closely with the Enterprise Specialist team to resolve AI-related issues, including debugging and developing Proof of Concepts (PoCs).
- Share key AI insights and findings with the internal team on a monthly basis to promote continuous learning and improvement.
- Collaborate with the team to streamline workflows and improve operational efficiency.
What You Will Bring to the Role
Strong analytical skills and attention to detail.
Good communication and collaboration abilities.
- Familiarity with data analysis tools (e.g., spreadsheets, dashboards, or BI tools).
Basic understanding of AI concepts and technical troubleshooting.
- Ability to manage documentation and handle administrative tasks efficiently.
- Experience in SaaS, tech support, or related roles is a plus.
- Proactive, curious, and eager to learn in a fast-paced environment
Fluent in both Bahasa Indonesia and English (written and spoken)