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Client:
Evi Technologies Limited
Location:
Cambridge, United Kingdom
EU work permit required:
Yes
Job Reference:
dbeeed6fe707
Job Views:
4
Posted:
14.03.2025
Expiry Date:
28.04.2025
Job Description:
At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazon’s voice AI, designed to assist users with a variety of tasks. Help make Alexa smarter by joining our Knowledge International Operations team in Cambridge, UK or London, UK. We use our cultural and linguistic knowledge to localize Alexa’s knowledge base so that it can understand and answer more questions from customers in all languages.
As a member of the team, you will be responsible for translating knowledge content into your language, following a variety of processes related to the Alexa knowledge base. We identify and correct knowledge gaps and share findings to implement scalable solutions across languages.
If you are a proactive, adaptable, and quality-driven professional who thrives in a collaborative environment, we invite you to apply for this Spanish-speaking Support Engineer role in our Cambridge or London office. This is an excellent opportunity to leverage your technical expertise and language skills to make a direct impact on customer satisfaction and team metrics.
Key job responsibilities
As a native Spanish-speaking Support Engineer based out of our Cambridge/London office, you will be responsible for providing high-quality technical support to Alexa Question & Answering (Q&A) internal and external customers. In the role, you can expect to:
1. Follow workflows with strong guidelines to localize and scale Alexa's Q&A understanding, using internal localization tools and engines.
2. Create relevant and engaging content for customers based in your language’s locale.
3. Use your language expertise to perform Quality Assurance testing, ensuring that the content you localize is understood correctly and enables Alexa to sound like a local.
4. Work across a set of internal applications and platforms to analyze where Alexa fails to provide an optimal answer.
5. Act as the first line of defense by troubleshooting top semantic frictions/defects using semantic Q&A tools and implement fixes to drive improvements in Alexa's performance in your language.
6. Manage trouble tickets to resolution or escalation, leveraging existing documentation, procedures, and tools.
7. Triage complex problems to appropriate teams and track through to resolution.
8. Interface with a variety of business and technical teams to resolve blockers and share language specific defect trends to fix problems at the root.
9. Provide detailed data and communication in tickets, documenting your investigation actions and next steps.
10. Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes.
11. Generate service metrics using scripts and/or documentation.
12. Apply your unique skillset to improve team processes and highlight documentation or training needs.
13. Impart your knowledge to team members through peer reviews, trainings and/or support sessions.
BASIC QUALIFICATIONS
* Fluency in Spanish and English, with strong written and verbal communication abilities.
* Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.
* Ability to thrive under pressure and adapt to a fast-paced environment.
* Excellent organizational skills and attention to detail.
* Strong analytical, communication and interpersonal skills.
* Commitment to providing high-quality support and exceptional customer service.
* Proficiency in generating accurate and complete support documentation.
* Good judgment and decision-making skills.
* Proficient with Microsoft Office products.
PREFERRED QUALIFICATIONS
* One or more years of experience as a transcriber or annotator.
* Quick in adapting to new processes and workflows.
* Writing/editing experience and familiarity with content production processes.
* Experience/Familiarity with ontologies and/or knowledge representations.
* Experience/Familiarity in SQL.
* Experience in a technical support or similar role.
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