AI Solution & Support Specialist

Qiscus is an AI-powered omnichannel customer engagement platform that enables businesses to meet the rising expectations for exceptional Customer Experiences (CX) by facilitating timely and intuitive conversations at scale. The AI Solution & Support Specialist plays a crucial role in supporting the Solution & Support team by leveraging AI-related insights and data to improve service quality, efficiency, and decision-making processes. This role combines operational support, data analysis, and technical troubleshooting, especially on AI-related cases.

What You Will Do :

• Prepare data for reporting and analysis to support Solution & Support initiatives.
• Build and maintain the AI Knowledge Base to ensure accurate and up-to-date documentation.
• Handle onboarding documents and provide administrative support for daily operations.
• Ensure data and documentation are well-organized and properly managed.
• Analyze monthly ticketing data, extract insights, and deliver summary reports to founders.
• Work closely with the Enterprise Specialist team to resolve AI-related issues, including debugging and developing Proof of Concepts (PoCs).
• Share key AI insights and findings with the internal team on a monthly basis to promote continuous learning and improvement.
• Collaborate with the team to streamline workflows and improve operational efficiency.

What You Will Bring to the Role

• Strong analytical skills and attention to detail.

• Good communication and collaboration abilities.

• Familiarity with data analysis tools (e.g., spreadsheets, dashboards, or BI tools).

• Basic understanding of AI concepts and technical troubleshooting.

• Ability to manage documentation and handle administrative tasks efficiently.
• Experience in SaaS, tech support, or related roles is a plus.
• Proactive, curious, and eager to learn in a fast-paced environment

• Fluent in both Bahasa Indonesia and English (written and spoken)