Signal AI • New York, United States

Senior Support Analyst

Employment type:  Full time

3–4 days/week at home

A little flex time

Job Description

About Signal - Who are we?

We're on a mission to change the way businesses make decisions with our cutting-edge AI technology. To achieve that, we’re looking for passionate people to join our open and unconventional workplace. Our inclusive environment welcomes skills and experiences from diverse backgrounds, and defines who we are.

About the role - What’s your purpose?

Our Product Operations Team is the key link between our clients and Signal. We are looking for a highly motivated self-starter who can understand what matters most to our clients and use these insights to optimize their experience. This position is a hybrid role responsible for training our clients and well as providing technical product support.


The main goal of this role is to increase product value and ensure clients get the most out of the platform. You represent the voice of Signal to all new and existing users and will play an essential role in ensuring that our values, vision and voice come to life.

The role of the Product Trainer / Product Analyst will be to be one of the go-to people in the organization regarding all things Signal. The role has great growth potential, and you will be given the opportunity to explore different facets of the business, including Sales, Customer Success, Product and Data-Science.

Salary band: $70,000 to $75,000

Day-to-Day Responsibilities - What you will be doing?

  • Product Training:
  • Organizing and running external training sessions independently to a wide range of clients, these may be:
  • Group sessions with multiple users from the same organization
  • Group sessions with multiple users from various organizations
  • 1 on 1 sessions with a power user
  • Continually reviewing how customers are using the product and relaying this information to our Customer Success Team and Product Developers
  • Keeping up to date with all changes and developments to the Signal platform and relevant internal systems
  • Product Support:
  • Responding to client inbound requests in a timely and concise manner as so to eliminate the likelihood of repeat issues
  • Offering technical support via a variety of inbound channels (chat, email, phone), which may include, but is not limited to:
  • Assisting with login queries
  • Email delivery investigations
  • News article, publication and content investigations / analysis
  • Investigating platform issues and potential bugs
  • Analyzing data sets
  • Requirements

    Who are we looking for?

  • Previous experience in a Technical Support / Customer Training or Software Training role
  • Excellent organizational skills and the ability to multitask in a fast-paced and ever-changing environment
  • Significant problem-solving skills and the ability to adapt to help unhappy customers and provide timely resolutions
  • Articulate and able to explain concepts clearly and concisely, if need be, tailoring responses to suit the audience
  • Comfortable presenting to and managing groups of people confidently, once you are comfortable with using our platform -
  • exemplary interpersonal, verbal & written communication and presentation skills
  • Engaging and enthusiastic, bringing your own personality to develop rapport and build trust
  • Don’t meet every single requirement listed? Academic research has shown that women or people of other underrepresented groups tend not to apply for jobs unless they meet every single qualification. At Signal AI, we know that diverse teams perform better so if your experience doesn’t fit perfectly but you’re excited about this role, we’d love for you to apply anyway.

    We’re committed to building and fostering an inclusive environment where Signallers feel welcomed, valued and listened to - an environment where they thrive being their true selves.

    Benefits

    • Hybrid Working Environment - we have a hybrid remote policy with 2-3 days remote per week, plus Summer & Winter fully remote blocks wherever works for you, including abroad;
    • Unlimited holiday entitlement;
    • Share options;
    • Enhanced Maternity, Paternity and Dependents Leave policies;
    • Full benefits and a 401k / Citibike Membership;

    Company benefits

    Enhanced maternity leave
    Enhanced paternity leave
    Unlimited annual leave
    Work from home allowance
    Pension Scheme & Life Insurance Scheme
    Mental Health & Wellness Support
    Season Train Ticket Loan & Cycle To Work Scheme
    Learning & Development
    Workplace Nursery Benefit

    The FlexScore® is the result of a rigorous 2-step verification of a company’s flexibility

    First we assess the flexibility options Signal AI provides and then we anonymously survey a statistically significant proportion of their employees to make sure Signal AI is as flexible as they say they are. Our assessment is based on the six key elements of flexibility: location, hours, autonomy, benefits, role modelling and work-life balance.

    We ask the hard questions so you don’t have to.

    Working at Signal AI

    Company employees

    175

    Gender diversity (male:female)

    60:40

    Office locations

    London, New York, Hong Kong.

    Funding levels

    $51,600,000

    Hiring Countries

    Hong Kong
    United Kingdom
    United States
    What employees are saying

    "I love the unlimited vacation, and summer and winter "work from anywhere" periods. I like the "2 days/week in the office" policy, and the understanding from my manager that some days I occasionally need to start later or finish earlier."

    Anonymous Signal AI Employee

    Awards & Achievements
    Most flexible AI & VR companies

    Most flexible AI & VR companies

    Industry awards 2022