技术支持顾问
Technical Support Advisor
Ada 是一家人工智能客服公司，使命是为每个人带来非凡的客服体验。我们致力于在规模上提升客服质量，使企业能够提供人们喜爱的即时、主动、个性化且无缝的体验。
Ada 是一个 AI 转型平台和合作伙伴，结合战略专业知识与强大的 AI 代理管理技术，加速企业的 AI 成熟度，使其始终领先于行业趋势。通过 Ada，83% 的客户对话——并且这个数字还在增长——通过自动化轻松解决，让团队有更多时间，公司有更多资源专注于增长，客户有更多时间关注对他们最重要的事情。
Ada 于 2016 年成立，是一家加拿大公司，已为 Square、YETI、IPSY 和 Monday.com 等领先品牌提供了超过 55 亿次互动，节省了数百万小时的人工工作。Ada 获得了来自 Accel、Bessemer、FirstMark、Spark 和 Version One Ventures 等顶级投资机构超过 2.5 亿美元的融资，是客服领域 AI 管理和应用的先驱。
在 Ada，我们视成长作为每位员工个人成长的反映。这就是为什么我们的价值观根植于推动进步和持续改进。如果你有抱负并渴望成长，Ada 可能就是适合你的地方。
了解更多信息，请访问 www.ada.cx。
我们的职位
作为技术支援顾问，你将是我们技术支援团队的重要一员，积极地进行本地化、诊断和解决客户的的技术问题，同时满足团队的 SLA 和 KPM 目标。
关于你
- 你有解决难以复现的问题的经验，这些问题可能依赖于 Ada 自身产品或平台之外的产品或基础设施。
- 技术能力：
- 你有使用 Postman 或 CURL 的经验
- 有在我们当前技术栈（Jira、Zendesk、Salesforce）中支持网络应用的经验
- 具备应用程序编程接口（API）的实用知识
- 你有出色的待办事项管理技能，确保服务请求保持最新，没有任何“被搁置”的问题。
- 你在解决问题和排查技术问题时具备分析性和系统性的方法。
- 你能够透明地处理优先级冲突。
- 你能有效地向不同受众解释复杂概念，并相应地调整沟通方式。
成果
查看英文原文
#### **About Us**
Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.
Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.
Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and [Monday.com](http://monday.com/), saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.
At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.
Learn more at [www.ada.cx](http://www.ada.cx).
#### Our Role
As a Technical Support Advisor, you will be an integral part of our Technical Support team to proactively localize, diagnose and problem-solve technical issues of our clients while delivering against the team’s SLAs and KPMs.
#### **About You**
- You have a proven track record of resolving issues that are hard to replicate and may be dependent on products or infrastructure beyond Ada’s own product/platform.
- Technical Competences:
- You have experience using Postman or CURL
- Experience supporting web applications in our current technology stack (Jira, Zendesk, Salesforce)
- You possess a working knowledge of Application Programming Interfaces (APIs),
- You have excellent backlog management skills, ensuring service requests are kept up to date and nothing “dies on the vine”.
- You possess an analytical and methodical approach to problem-solving and troubleshooting technical issues.
- You manage competing priorities transparently.
- You can explain complex concepts effectively to different audiences, and adjust your communication style accordingly.
#### **Outcomes**
- Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs.
- Deliver exceptional customer service experience and technical support to our clients.
- Support our non-engineering teams in using, debugging, and understanding our platform.
- Maintain and improve internal product documentation for the client support team.
- Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders.
#LI-NS1
#### Benefits & Perks
At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:
##### **Benefits**
- **Unlimited Vacation:** Recharge when you need to.
- **Comprehensive Benefits:** Extended health coverage, dental, vision, travel, and life insurance.
- **Wellness Account:** Empowering you to invest in your overall well-being and lifestyle.
- **Employee & Family Assistance Plan:** Resources to support you and your loved ones.
##### **Perks**
- **Flexible Work Schedule:** Balance your work and personal life.
- **Remote-First, In-Person Friendly:** Options to work from home or at our local hub.
- **Learning & Development Budget:** Invest in your long-term growth goals and skills.
- **Work from Home Budget:** Equipping you with the tools and support for a seamless remote work experience.
- **Access to Cutting-Edge AI Tools:** Work with the best AI tech stack in the industry.
- **Hands-On with LLMs:** Enhance your expertise in leveraging large language models.
- **A Thriving Industry:** Join the forefront of innovation in AI, shaping the future of technology.
The above Benefits and Perks only apply to full-time, permanent employees.
As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.
Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.