Technical Support Specialist

Overview

Provide exceptional technical support to customers for OpenAI's AI products, analyzing support tickets to build troubleshooting documentation and train teammates.

What you'll do

• Independently analyze, categorize and synthesize information from large volumes of support tickets
• Prioritize frequently arising issues that lack existing documentation or instructions for T1 support to follow
• Create documentation (help articles) and internal playbooks followed by support staff
• Train and mentor T1/T2 teammates to handle new ticket types
• Respond to complex support tickets (including advanced tech-enablement tickets related to e.g. prompt engineering) via Intercom and Slack
• Maintain help center articles and update them as needed
• Continuously learn about the rapidly changing and growing product offering to stay up-to-date

What you'll need

• Exceptional written and verbal communication skills
• Demonstrated ability to work independently on complex projects requiring analytical skills and critical thinking
• Ability to acquire, retain and share complex information
• Being kind, curious and always wanting to grow their technical skills
• Interest in AI products

Nice to have

• Experience in a similar support / operational / analytical role
• Experience with basic data analytics or programming

Details

• Works closely with OpenAI staff
• Must be self-motivated, proactive, and able to take initiative in your work