Support AI Analyst
New
A
Alpaca Financial Services
Remote - AmericasFull-TimeMiddle
SalaryCompetitive Salary & Stock Options
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Job Details
- Experience
- 1-2 years
- Required Skills
- Data AnalysisRESTful APIsZendeskPrompt Engineering
Requirements
- 1-2 years of experience in customer support, support operations, or business operations, within the investment brokerage or financial services industry.
- Experience working with AI tools, chatbots, automation platforms, or prompt engineering.
- Ability to interpret data and translate insights into actionable improvements.
- Strong analytical and problem-solving skills.
- Strong communication and stakeholder management skills.
- Experience with support platforms such as Zendesk is a plus.
- Familiarity with APIs, workflows, and automation concepts is preferred.
Responsibilities
- Own and manage Support AI tools, including chatbots, agent copilots, knowledge retrieval systems, and workflow automation solutions.
- Monitor AI performance, adoption, and effectiveness using defined KPIs and reporting.
- Identify repetitive support workflows and develop AI-driven solutions to reduce manual effort and contact volume.
- Partner with Support leadership to prioritize AI initiatives based on business impact and customer needs.
- Create, test, and optimize prompts, workflows, and automation logic.
- Analyze customer interactions to identify gaps in AI performance and opportunities for improvement.
- Maintain AI knowledge sources, FAQs, and training data to ensure accurate responses.
- Coordinate with Product and Engineering teams on AI integrations, enhancements, and bug fixes.
- Develop documentation, training materials, and best practices for AI-enabled support processes.
- Act as the primary point of contact for AI-related support questions and escalations.
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