Job ID: 2814077 | Evi Technologies Limited
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, living in the cloud and ready to assist anywhere there's internet access and a device that can connect to it. Making Alexa part of your day is as simple as asking a question. Alexa can play your favorite song, read the latest headlines, dim the lights in your living room, and more, aiming to make your life easier and more meaningful.
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 various processes related to the Alexa knowledge base. We identify and correct knowledge gaps and share findings to implement scalable solutions across languages, thinking from the customer’s viewpoint and using our cultural and linguistic expertise to solve questions on customer interactions with Alexa.
If you are a proactive, adaptable, and quality-driven professional who thrives in a collaborative environment, we invite you to apply for this German-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 German-speaking Support Engineer, 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 localized content is understood correctly and enables Alexa to sound local.
4. Analyze where Alexa fails to provide optimal answers across internal applications and platforms.
5. Troubleshoot top semantic frictions/defects using semantic Q&A tools and implement fixes to improve 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 various business and technical teams to resolve blockers and share language-specific defect trends.
9. Document investigation actions and next steps in tickets.
10. Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks meet our high-quality standards.
11. Generate service metrics using scripts and/or documentation.
12. Improve team processes and highlight documentation or training needs.
13. Impart knowledge to team members through peer reviews, training, and support sessions.
BASIC QUALIFICATIONS
* Fluency in German and English, with strong written and verbal communication abilities.
* Demonstrable ability to think around issues and provide solutions through various 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.
* Quickly adapt 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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Amazon is committed to a diverse and inclusive workplace and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Posted: October 24, 2024 (Updated 1 day ago)
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