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Support Operations Analyst



IT, Customer Service, Operations
sliema, malta · Remote
Posted on Thursday, June 13, 2024

Push the boundaries of tech. In your sweatpants.

We are seeking an analyst with experience in Customer Support and basic programming knowledge to help maintain and update our chatbot implementation.

The top creative and technical minds could work anywhere. So why are so many of them choosing Alludo? Here are three reasons:

  1. This is the moment. It’s an exciting time at Alludo, with new leadership, a refreshed brand (you probably know us as Corel!), and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us.
  2. We want you to be you. Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got.
  3. It’s your world. We know you have a life. We want to be part of it, but not all of it. At Alludo, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way.

Sound good so far? Awesome. Let’s talk more about the Support Operations Analyst role and see if we’re destined to be together.

The ideal candidate should possess the following skills and experience:

Key Responsibilities:

  1. Design and Implement Support Chatbot:
  • Utilize Botpress to design, develop, and implement a Support Chatbot to assist customers with their inquiries and support needs. This involves using UI components and basic JavaScript for logic.

2. Customer Support:

  • Collaborate with customer support teams to ensure the chatbot provides accurate and helpful responses.
  • Gain in-depth knowledge of the products supported by the chatbot to enhance and refine its logic.

3. AI Tools Integration:

  • Understand modern AI techniques, such as RAG, and suggest their application within the Support Chatbot when appropriate.

4. Maintain Chatbot Performance:

  • Regularly monitor chatbot performance using existing dashboards, identify low-performing scenarios, and follow workflows to update and maintain chatbot accuracy and effectiveness.
  • Make necessary adjustments to logging and monitoring using basic SQL knowledge.
  • Testing and Debugging
  • Conduct thorough manual testing to identify bugs in the chatbot.
  • Assist in configuring automated end-to-end testing, with basic JavaScript knowledge being sufficient.
  • Continuously improve chatbot functionality based on user feedback and performance metrics.
  • Documentation and Training
  • Create comprehensive documentation for chatbot functionalities and integrations.
  • Provide training and support to internal teams on the use and maintenance of the chatbot.

Required Skills:

  • Basic proficiency in JavaScript for developing chatbot logic.
  • Familiarity with SQL for logging and monitoring adjustments.
  • Understanding of key modern AI techniques and their applications.
  • Analytical mindset with the ability to collaborate with customer support and development teams.
  • Strong documentation and communication skills.

What are you waiting for? Apply now! We can’t wait to meet you.

(FYI, we’re lucky to have a lot of interest and we so appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.)

About Alludo

Alludo is a beloved and trusted industry titan fueled by make-everything-easier flexibility. With a 30+ year legacy of innovation, we understand where you've been, and we're uniquely equipped to get you where you want to be. Our comprehensive collection of creative, collaborative, and productivity solutions propel your teams on their journey. From meeting your deadlines to realizing your dreams, Alludo empowers all you do.

Our products enable millions of connected knowledge workers around the world to do great work faster. Our success is driven by an unwavering commitment to deliver a broad portfolio of innovative applications – including CorelDRAW®, MindManager®, Parallels®, and WinZip® – to inspire users and help them achieve their goals.

It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected characteristic.

Alludo is committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation that are required. Appropriate accommodation will be provided upon request as required by Federal and State regulations and Company Policy. Any information received relating to accommodation will be treated as confidential.