Proven customer service experience, ideally with extensive phone support.
Demonstrated customer service experience in a high volume support environment, with knowledge of ITSM practices and AI enabled support capabilities.
Experience using AI powered chatbots, virtual assistants, and AI enhanced knowledge tools to support ticket triage, resolution guidance, and knowledge management.
Familiarity with creating and refining AI prompts, contributing to AI agent workflows for service desk use cases, and understanding AI limitations (e.g., bias, hallucinations, and data sensitivity) is preferred.
Relevant certifications preferred (or willingness to obtain), including CompTIA A+, ITIL® 4 Foundation, and HDI SCA.