Technical Support Advisor, Ada

CA$70.3-94k

+ Stock Options

Salesforce

Postman

Zendesk

JIRA

Junior, Mid and Senior level

Remote in Canada

Chatbot AI customer experience solution

Open for applications

Chatbot AI customer experience solution

201-500 employees

B2BArtificial IntelligenceCustomer serviceMachine LearningSaaSAutomation

Open for applications

CA$70.3-94k

+ Stock Options

Salesforce

Postman

Zendesk

JIRA

Junior, Mid and Senior level

Remote in Canada

201-500 employees

B2BArtificial IntelligenceCustomer serviceMachine LearningSaaSAutomation

Company mission

To repair broken brand interactions and restore the customer experience.

Job

Company

Role

Who you are

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
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

What the job involves

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
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

Our take

More and more, customer interactions are moving online. There is an increasing need for automated solutions to handle high demand and ensure positive customers experiences. Ada is the leading technology provider of Automated Brand Interactions. Its bots rely on artificial intelligence to answer customers’ sales and service questions, empowering companies with digital-first, omnichannel experiences at scale.

The company has automated 2.6 billion brand interactions and supports over 320 brands across the globe including Zoom, Facebook, and Square. Its technology includes a no-code platform, which lends to its popularity. The company has been focused on expanding its product suite and generative AI capabilities as it sets out to optimize all customer experiences across the board.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Few candidates hear
back within 2 weeks

-29% employee growth in 12 months

Glassdoor (3.1)

Company

Company benefits

Generous stock option plan
Unlimited vacation
Wellness account
Extended health coverage
Dental/optical/travel insurance
Life insurance
Employee and family assistance plan
Flexible work schedule
Digital first, fully remote with WFH budget
In-house social worker
Paid parental leave for Canadian and U.S. residents
Development opportunities

Company values

Authenticity
Courage
Empathy
Simplicity

Company HQ

Wellington Place, Toronto, ON

Articles

Ada Announces Rebrand and Launches Suite of New Product Features to Support Global Expansion

Chat Bot Provider Ada Valued at $1.2 Billion in Funding Round

Understanding the business implications of ChatGPT and Large Language Models (LLMs)

Ada Raises $130M Series C; at $1.2 Billion Valuation

Leadership

Mike Murchison

(CEO)

Previously co-founded Nucleus, Atlus, WhatsNext Lab and Volley.

David Hariri

(Designer & Developer)

Experience as Developer for Teehan+Lax, and co-founder of Volley.

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