What are the responsibilities and job description for the AI Support Agent - various shifts! position at Dunhill Professional Search & Government Solutions?
Be on the forefront of AI technology! We are building a service desk to support federal customers in implementing AI initiatives. You will be on the ground floor of this exciting opportunity with lots of advancement and growth potential!
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.
- Day shift is 7A-4P, Swing shift hours are 1P-10P, night shift is 10P-7A. All schedules are either Tues-Sat or Sun-Thurs. Please note this a 24x7x365 help desk so agents will be required 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 with eligibility to obtain a secret security clearance
- IAT level I certification (A or Network ) or able to obtain within 3 months
- Level II agents should have an Associates degree 4 years of related experience. Additional experience may be substituted in lieu of degree.
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
Salary : $19 - $31