Ai Support & Optimization Analyst
- San Miguel de Tucumán, Tucumán
- Permanente
- Tiempo completo
Department: Client Support
Position Overview
As an AI Support & Optimization Analyst you will be focused on implementing, monitoring, and optimizing AI technologies that enable scalable customer support operations.
This position is responsible for ensuring AI support tools function effectively, analyzing their performance, and identifying opportunities to expand AI capabilities to handle greater support volume while maintaining quality standards.
Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Job Responsibilities
Monitor and optimize AI-powered customer support systems (chatbots, automated ticketing, intelligent routing, etc.)
Analyze AI system performance metrics to identify bottlenecks and opportunities for scaling support operations
Configure and fine-tune AI tools to handle additional customer inquiries without human intervention
Track resolution rates, containment metrics, and customer satisfaction for AI-handled interactions
Assist in implementing governance protocols to ensure AI systems adhere to quality and compliance standards
Create and maintain documentation for AI systems used in customer support
Analyze customer support interactions to identify new use cases for AI automation
Support A/B testing of different AI approaches to determine optimal configurations
Generate regular reports on AI system performance, scale metrics, and efficiency gains
Collaborate with support teams to gather feedback on AI tools and refine automation logic
Organizational Alignment
Reports to: Director, AI & Governance
This position has no direct reports
Skills Required
Excellent written and verbal communication skills with a customer-first mindset
Fluent in English both verbal and written.
Bachelor's degree in Computer Science, Data Science, Business Analytics, or related field
1-3 years of experience in support operations, data analysis, or related roles
Understanding of customer support workflows and technologies
Strong analytical and problem-solving skills
Excellent communication skills and ability to collaborate with technical and non-technical teams
Experience with customer support platforms and ticketing systems is required
Understanding of customer support KPIs and scaling metrics
Ability to identify opportunities for automation and scale
Attention to detail and accuracy
Project management and organizational skills
Customer-focused mindset with emphasis on service quality at scale
Adaptability and willingness to learn new technologies
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