Responsibilities
- Act as the primary escalation contact for resolving issues related to AI platform access, performance, and system integration
- Diagnose and resolve technical problems with AI applications including Glean, CoPilot, ChatGPT, Zoom AI, and upcoming tools
- Keep updated records of identified issues, solutions, and recommended usage practices
- Track the operational status of AI systems, report outages, and inform stakeholders of service impacts
- Assist in testing new system configurations and verify integrations before production deployment
- Evaluate new AI tools based on usability, practical value, and clarity from the end-user perspective
- Assist in maintaining training resources and organizing educational sessions for AI platforms
- Engage in deployment initiatives by offering direct user support during rollouts
- Establish a systematic process for gathering user feedback, including sentiment, feature suggestions, and challenges, with regular reporting to leadership
- Collaborate on managing AI usage analytics and adoption metrics, adding behavioral insights to influence measurement strategies
- Recognize repeated support cases and recommend improvements to enhance user experience
- Ensure adherence to policies governing AI security, data handling, and compliance requirements
- Create and maintain support procedures consistent with internal IT and People Team guidelines
Compensation
Compensation is determined by evaluating individual candidate factors such as location, skills, experience, education, certifications, labor costs, and internal equity.
Work Arrangement
Hybrid — US offices
Team
Supports enterprise AI adoption by bridging technical operations and user needs across hybrid work environments.
Other
- Flexible to work remotely 2 days per week
- Eligible for remote candidates
- Accordion is an Equal Opportunity Employer
- Does not accept unsolicited resumes from third-party recruiters
This position does not qualify for immigration sponsorship.
