Overview
Support the setup and pilot of an AI-powered customer support chatbot for the Learning Passport platform to deflect common end-user questions and improve user experience.
Key Responsibilities
- Identify priority use cases for the MVP.
- Review, vet, and curate existing support documentation.
- Upload and organize content in Confluence as the chatbot's knowledge base.
- Configure the JIRA Service Management Virtual Service Agent.
- Run structured tests against historical tickets and live conversations.
- Measure key MVP metrics.
- Document findings, limitations, and recommendations.
- Provide progress updates and present the final MVP evaluation.
Required Experience
- Professional experience in customer success, customer care or technical support.
- Empathy and a problem solver's attitude.
- Experience with JIRA, JIRA Service Management or similar IT service management tools is desirable.
- Familiarity with AI chatbot configuration on no-code platforms (e.g. JIRA Service Management Virtual Service Agent, Atlassian Rovo) is desirable.
- Experience with knowledge management and Confluence is desirable.
- An analytical mindset, with the ability to define test cases and measure performance against them, is desirable.
