Role Description The Customer Support Automation Specialist is responsible for delivering measurable improvements in self-service and case deflection rates by optimizing our AI chatbot. Success in this role is critical to achieving our customer experience goals and reducing friction for customers. This position focuses on analyzing AI-powered insights and chatbot interactions to design workflows that increase resolution rates, while partnering with the Knowledge Content Specialist to ensure Help Center content supports these outcomes. - Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive quantified gains in case deflection and customer satisfaction. - Review chatbot conversations in Forethought AI to design and implement new workflows, including those integrated with MCP agents, that significantly improve chatbot self-service rates. - Leverage AI, including automation gap dashboards and self-built analysis automations, to systematically prioritize workflows with the highest potential impact. - Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows. - Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. - Edit technical, topic-based knowledge articles that enable self-service. - Optimize self-help content based on customer feedback and AI-driven recommendations. - Evangelize and maintain voice and style consistency across all customer-facing content. - Promote a culture of knowledge sharing and continuous learning within the organization. - Report on chatbot performance metrics, highlighting impact and opportunities for improvement. Qualifications - 2 years managing AI chatbot performance in a SaaS environment. - Proven success with Forethought AI or comparable conversational AI tools (Intercom Fin, Ada, etc.). - A track record of quantified improvements driven through AI optimization — you can name specific metrics you moved and how. - Excellent writing and communication skills. - Strong project management and problem-solving abilities. - Ability to communicate complex information clearly and effectively. - Demonstrated ability to work independently and collaboratively across teams. - Attention to detail and a high degree of accuracy. Requirements - The expected base salary range for this position is $80,000 - $85,000 USD annually. Benefits - Comprehensive health coverage. - Competitive retirement. - Generous PTO and parental leave. - Flexible work options. - Meaningful investment in your professional development.

Role Description As a Tech Support Specialist, you will be responsible for providing efficient, quality tech support to our customers. This is a frontline call center and chat role where you will troubleshoot technology, computer hardware, and software-related issues for external customers. You will recommend timely, intelligent service paths to customers and be responsible for selling and sharing the value of services including service subscriptions. - Handle inbound and outbound contacts, delivering technical support services for external customers. - Handle inbound remote connections, delivering technical support services for external customers. - Assist customers in connecting to the remote platform. - Actively engage in service solutions sales, recommending company products and services. - Check for payment and subscription validation in customer accounts. - Diagnose technical issues using a systematic listening and probing approach. - Consult internal tools, databases, manuals, and internal resources for information on resolution procedures. - Initiate dispatch procedures for hardware pickup/shipment as appropriate for limited product lines. - Support frontline operations, including but not limited to handling/creating technical support tickets, initializing service tickets of different types using approved systems and processes, and triaging inbound contacts across multiple service paths. - Leverage all available support channels, resources, and platforms to enhance customer experience and productivity. - Warmly transfer customers to the appropriate team to efficiently complete services. - Conduct administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.). Qualifications - Degree, diploma, or certificate in technical or networking field. - A+ certification preferred. - Advanced technical troubleshooting skills and ability to resolve complex technical issues. - Advanced knowledge of technology & operating systems (Windows, MacOS, Chrome OS, iOS, Android). - Verifiable and demonstrated skill in performing services/upgrades to all types of computers. - Bilingual in French and English. - 5+ years in a technical field with a focus on repairs and troubleshooting. - 3+ years in a customer service environment. - Demonstrated experience in managed devices and networking support. Benefits - Associate discount - Health and Dental benefits - RRSP/DPSP - Learning & Development programs - And more… Company Description

• Provide customer support in Danish for clients. • Collaborate with the international team. • Address customer inquiries and resolve issues. • Report to team leaders and participate in training.

Role Description Our Global Head of Alliances will be an integral part of our Sales team. This role is based remotely in the United States, preferably in the East Region. The overall purpose of the Global Head of Alliances is to supervise, oversee, lead, manage, and motivate a team of Alliance Managers, across the entire globe. You will also be responsible for leading the revenue generative activities with AWS. Some travel required. - Establish and manage our global execution plan with AWS contributing meaningfully to our global pipeline, bookings, and revenue goals - Assist in launching and executing against DoiT’s PartnerOps go-to-market strategy - Lead DoiT’s relationships with strategic ISV’s - Anthropic, Snowflake, etc. - Roll out KPIs and coach your team to hitting those KPIs - Oversee day to day team operation and performance - Be responsible for motivating team members - Provide regular performance feedback for each team member - Discover training needs and provide coaching on DoiT process and sales skills - Deliver against assigned business targets in-line with AWS and our SCA - Escalation point for deal related challenges and deal reviews/discount approvals for their team - Lead regional QBR with AWS - Maintain and develop strategic vendor relations with AWS - Listen to team members’ feedback and resolve any issues or conflicts Qualifications - Minimum 5+ years of experience selling to, with, and through alliance partnerships. Prior Sales Leadership experience is a strong preference. - Must have had direct experience as an Alliance Manager for CSPs such as AWS, Google, or Azure. - Deep understanding of partner roles and responsibilities - Strong understanding of the public cloud market and ecosystem - Detail-oriented with a bias for action and ownership - Positive outlook, and coachable with an upbeat personality - Outstanding relationship management skills with the ability to build and manage relationships with senior business leaders, internally and externally - Ability to own and execute multiple ongoing projects on a daily basis - Ability to take initiative to develop new strategies and outside-the-box ideas - Self-starter with the ability to work independently and within a team - Willingness to travel up to 25% of the time (as needed grow our channel program, attend partner events, etc.) - Experience working in a fast-paced environment with demonstrated ability to lead and manage multiple projects with a broad range of internal and external constituents - An entrepreneur at heart who is independent, creative, passionate and approachable - Networker with the ability to create, join and grow social circles and partnerships easily, with the ability to build influential relationships and to deliver results in a cross-functional/matrixed environment - Self-organized, Goal-oriented, self-motivated individual who is confident, thorough, and tenacious - Analytical, Data-driven, detail-oriented and able to “zoom” in/out from the big picture to the minutiae. - Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment. - Excellent communication and presentation skills, both written and verbal Requirements - Cloud practitioner or associate level AWS or GCP certifications Benefits - Unlimited PTO - Flexible Working Options - Health Insurance - Parental Leave - Employee Stock Option Plan - Home Office Allowance - Professional Development Stipend - Peer Recognition Program Company Description DoiT is a global technology company that works with cloud-driven organizations to leverage the cloud to drive business growth and innovation. We combine data, technology, and human expertise to ensure our customers operate in a well-architected and scalable state - from planning to production. Delivering DoiT Cloud Intelligence, the only solution that integrates advanced technology with human intelligence, we help our customers solve complex multicloud problems and drive efficiency. With decades of multicloud experience, we have specializations in Kubernetes, GenAI, CloudOps, and more. An award-winning strategic partner of AWS, Google Cloud, and Microsoft Azure, we work alongside more than 4,000 customers worldwide. DoiT unites as Many Do’ers, One Team, where diversity is more than a goal—it's our strength. We actively cultivate an inclusive, equitable workplace, recognizing that each unique perspective enhances our innovation. By celebrating differences, we create an environment where every individual feels valued, contributing to our collective success.