GenAI Specialist
Insight Global
We are seeking a dedicated and experienced contractor to oversee our L1 Support team for Gen AI security operations. The ideal candidate will be responsible for managing customer queries related to security blocks on Gen AI products, ensuring seamless escalation to L2 support for more technical issues, and maintaining up-to-date knowledge articles. This role involves monitoring a servicing queue, overseeing the feedback loop between L1 and L2/L3 support for configuration recommendations, and tracking and logging all support requests and remediation steps.
Key Responsibilities:
-Customer Support: Respond to customer queries regarding security blocks on Gen AI products.
-Escalation Management: Escalate complex technical issues to L2 support and ensure timely resolution.
Knowledge Management: Create, update, and maintain knowledge articles to assist the support team and customers.
-Queue Monitoring: Monitor the servicing queue to ensure efficient handling of support requests.
-Feedback Loop: Oversee the feedback loop between L1 and L2/L3 support to recommend configuration changes and improvements.
-Tracking and Logging: Track and log all support requests and remediation steps to ensure accurate documentation and reporting.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Key Responsibilities:
-Customer Support: Respond to customer queries regarding security blocks on Gen AI products.
-Escalation Management: Escalate complex technical issues to L2 support and ensure timely resolution.
Knowledge Management: Create, update, and maintain knowledge articles to assist the support team and customers.
-Queue Monitoring: Monitor the servicing queue to ensure efficient handling of support requests.
-Feedback Loop: Oversee the feedback loop between L1 and L2/L3 support to recommend configuration changes and improvements.
-Tracking and Logging: Track and log all support requests and remediation steps to ensure accurate documentation and reporting.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
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