What are the responsibilities and job description for the User Support Specialist position at Infinia ML?
The Company
Infinia ML, based in the Raleigh-Durham area, is an AI company specializing in automating workflows in healthcare. Infinia ML is part of Aspirion, a leading provider of complex claims and denials management services. Aspirion helps hospitals and healthcare systems minimize patient burden by maximizing reimbursement from insurance companies. Infinia ML has developed a versatile and standardized platform for processing written content in documents, such as medical records, insurance claims, correspondence and more leveraging the power of ML, including LLMs.
Job Description
We are seeking a dedicated User Support Specialist to join our team focused on providing exceptional support for our cutting-edge machine learning product. As a User Support Specialist, you will play a crucial role in ensuring our users have a seamless experience while using our advanced technology. You will engage directly with users to resolve technical issues, provide guidance on product usage, and collect valuable feedback to improve user satisfaction and product performance. This position will report to the Director of Delivery & User Success.
Responsibilities:
- Customer Interaction: Respond promptly and professionally to user inquiries via email, chat, or phone, addressing technical issues, feature requests, and general inquiries. Guide users through troubleshooting steps and provide clear instructions to resolve issues effectively. Track and maintain strategic user support SLOs / SLAs.
- Technical Expertise: Develop a deep understanding of the product portfolio, including key features and workflows, operational use cases, and underlying technologies. Troubleshoot and diagnose technical issues reported by users, escalating more complex issues to appropriate teams when necessary.
- Documentation and Knowledge Base: Contribute to the creation and maintenance of user support documentation, including FAQs, troubleshooting guides, and best practices. Ensure documentation is up-to-date and accessible for users seeking self-help solutions.
- Feedback and Improvement: Gather user feedback on product usability, performance, and features. Collaborate with product development teams to communicate user needs and contribute to product improvement initiatives.
- Training and Onboarding: Assist in user training sessions and onboarding processes to ensure new users can effectively adopt products. Provide proactive support to help users maximize their understanding and utilization of the product.
- Quality Assurance: Conduct quality assurance testing on new product releases and updates to identify potential issues before they impact users. Work closely with teams to ensure a high standard of product reliability and performance.
Qualifications (minimum):
- Bachelor’s degree or equivalent practical experience.
- Proven experience in a customer support or technical support role, preferably in a technology-driven environment.
- Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
- Ability to multitask and prioritize workload effectively in a fast-paced environment.
- Experience using help desk software and CRM tools for managing customer interactions and tracking issues.
- Customer-focused mindset with a passion for delivering exceptional user experiences.
- Analytical problem-solving skills with a methodical approach to troubleshooting.
- Adaptability and willingness to learn new technologies and processes.
- Team player who can collaborate effectively across different departments.
- Proactive and self-motivated with a strong sense of ownership and accountability.
Qualifications (preferred):
- Strong understanding of machine learning concepts and technologies is highly desirable.
- Experience in supporting products within complex regulatory and/or policy environments
- Preference will be given to candidates local to the Raleigh-Durham, NC area
