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Associate Customer Service Representative

Professional Services | San Francisco, CA | Full Time

Job Description

About Us

Artificial Intelligence (AI) is transforming the world in almost every industry. Everyone knows only high-quality annotated training data can produce the most accurate machine learning solutions. However, creating training data with high-quality in a scalable way is very challenging and very few companies can do it. Even less can do it well, which is why businesses across all industries trust Figure Eight. 

In March 2019, Figure Eight was acquired by Appen. Together, Appen and Figure Eight combine the best of human and machine intelligence to provide high-quality annotated training data that powers the world’s most innovative machine learning (ML) and business solutions. The Figure Eight platform enables ML and data-driven business solutions to scale across a diverse set of industries including retail, automotive, finance, manufacturing, agriculture, life sciences, robotics, and more. The Figure Eight platform transforms audio, video, text, and images into high-quality annotated data to support a variety of use cases ranging from computer vision and search relevance to data categorization and natural language processing (NLP). Learn more at www.figure-eight.com.

Who You Are

The role is a full-time, entry-level position providing Tier 1 support to our customers. You could be a great fit if you are:

  • Passionate about technology and interested in emerging technologies
  • Driven to learn and keep learning, especially through self-teaching
  • Gritty, willing to get into the weeds to solve a problem
  • Humble and empathetic
  • Organized, detail-oriented and results-focused
  • Capable of providing and receiving feedback in an honest, respectful way

Job Responsibilities

  • Answering Support Tickets and Live Chats from Customers in Zendesk 
  • Prioritization & Escalation of Incidents and Bugs 
  • Writing and Updating Documentation in Figure Eight's Customer Success Center (http://success.figure-eight.com)
  • Participation in Support Rotation Coverage (Support hours range from 6AM - 5PM PST)

What You'll Need for this Role

  • At least 1-year experience in a Customer Service role, preferably supporting enterprise SaaS
  • Impeccable English grammar and ability to translate technical jargon to non-technical customers
  • Ability to manage multiple projects, objectives, and deadlines
  • Analytical thinking & problem-solving
  • Technical aptitude and willingness to learn R, Ruby, HTML/CSS, JavaScript, Liquid, SQL
  • Experience using software such as Zendesk, JIRA, Excel

A big plus if you also have:

  • 4-year University degree 
  • Solid grasp of HTML and CSS
  • Strong computer skills

Please provide a writing sample at the end of your Cover Letter. It should address the following:

When traveling to your favorite destination, what should one bring along, what are some of the “must see” places, and what are the “must do” activities? (Content is not as important as your writing style and grammar!)