Urgent contract Product Support Specialist to cover for 6 month maternity leave contract. You will be responsible for ensuring exceptional customer support through a combination of AI agent management, first-line human assistance, and process improvement. This role is responsible for SAAS troubleshooting. You will Monitor the performance of AI Support Agents, identifying opportunities to improve resolution rates and customer satisfaction.
Collaborate with content creators to ensure Agents have high-quality, up-to-date, and comprehensive support content (FAQs, help docs, workflows)
Experience working in technical support, SaaS troubleshooting or similar
Advanced user of AEC software, ideally Autodesk products
Experience in using customer service tools e.g Intercom
Strong analytical and problem-solving skills
Call Lindsay O’Leary for further spec details. 00 353 86 8311808
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