AI Support Specialist

Aspire Software

We are looking for a proactive and detail-oriented AI Support Specialist to join our team. This role focuses on monitoring, auditing, and optimizing our AI-powered phone Assistant. You will evaluate AI call performance, provide feedback on quality and handling, identify opportunities for improvement, and assist with configuring new AI systems for venues.

This position is ideal for someone with strong analytical and communication skills, a technical mindset, and a keen eye for identifying patterns and areas for improvement no prior AI experience required.

Key Responsibilities

Audit and Review AI Phone Calls:

• Listen to and analyze AI-handled calls for quality, accuracy, and customer satisfaction.
• Identify reasons for call transfers or escalations and provide structured feedback.
• Document recurring issues and suggest improvements for AI behaviour and call handling logic.

Performance Feedback and Reporting:

• Summarize call audit findings in clear and actionable reports.
• Collaborate with development and product teams to prioritize system improvements.
• Track performance metrics and communicate insights to management.

System Setup and Configuration:

• Create and configure new AI phone system tenants.
• Customize prompts, workflows, and responses to align with venue needs.
• Support onboarding and testing of new AI deployments.

Prompt Engineering Support:

• Assist in refining AI prompts and responses to improve clarity and accuracy.
• Help ensure that AI interactions feel natural, helpful, and on-brand.

Cross-Team Collaboration:

• Work closely with technical, operations, and customer support teams.
• Translate technical or analytical insights into simple, actionable feedback.

Required:

• Excellent verbal and written English communication skills.
• Strong analytical and problem-solving abilities able to interpret data and trends.
• A tech-savvy mindset with comfort navigating and understanding software tools.
• Ability to manage multiple tasks with attention to detail.
• Strong organizational skills and clear documentation practices.

Preferred:

• Experience in tech support, QA, or customer service analysis roles.
• Familiarity with CRM or contact center software.
• Basic understanding of automation, AI tools, or conversational systems (a plus, not required).