People.ai is an AI-powered foundational data platform that helps customers unlock go-to-market success & growth by providing teams with solutions built specifically for their needs. Providing enhanced pipeline visibility, more actionable insights, and a single source of truth for all sales activities. People.ai’s unique dataset, consisting of trillions of sales activities, millions of deals, 160 million business contacts, and 69 approved patents related to AI-based business insights, sets the company apart. Companies such as Verizon, IBM Red Hat, Snowflake, Zoom, and Palo Alto Networks rely on their enterprise-ready, patented AI technology.
At People.ai, we believe that people enrich the world around them in countless ways. We believe that the more time they spend applying their creativity, resourcefulness, and critical thinking to activities that matter most in their professional life, the more effective a professional they become. Our team is a diverse, outspoken group of creatives and critical thinkers, hyper-focused on driving change and growth. We embrace different. We applaud non-traditional career paths. We're inspired by people who have made processes their own.
Key Responsibilities
Technical Support Excellence: Manage and resolve customer support cases independently, maintaining an average Time to Resolution (TTR) of 5 business days for standard casesProblem Diagnosis: Use SQL/SOQL and product tools to analyze, diagnose, and troubleshoot customer support requests with precision and efficiencyCustomer Communication: Provide timely, clear, and empathetic communication to customers, ensuring they feel heard and valued throughout the support processCross-functional Collaboration: Partner with Engineering and Product teams to identify and resolve recurring technical issues, reducing engineering dependency by 10%Technical Translation: Serve as a trusted advisor by translating complex technical details into clear, actionable insights for both customers and internal teamsCase Management: Maintain a manageable case backlog of fewer than 10 active cases at any time while ensuring quality and thoroughnessDocumentation: Create detailed investigation reports and maintain accurate case documentation to support knowledge sharing and continuous improvementEscalation Management: Appropriately escalate complex issues with proper documentation, ensuring no more than 5% of cases are escalated without complete information
Requirements
Proficiency in SQL/SOQL for data analysis and troubleshootingExperience with CRM platforms (Salesforce preferred) and their technical configurationsUnderstanding of APIs and data integration conceptsFamiliarity with case management systems (e.g., Jira, Zendesk)Basic knowledge of data flows and system architectures2+ years of experience in technical support, customer success, or a similar customer-facing technical roleProven track record of managing multiple support cases while meeting SLA requirementsExperience working cross-functionally with engineering and product teamsDemonstrated ability to learn new technologies and systems quicklyCustomer-centric mindset with the ability to empathize and communicate effectively under pressureStrong problem-solving skills with attention to detail and accountabilityExcellent written and verbal communication skills for both technical and non-technical audiencesCollaborative approach with the ability to work effectively across multiple teamsContinuous learning mindset with curiosity and openness to feedbackCreative and innovative thinking with the ability to recognize new ways of solving problems
