Help Desk Contributor at Scale AI in St Louis, MO

Summary: Scale AI is a company focused on developing reliable AI systems for significant decisions. They are seeking a Help Desk Contributor to provide dedicated Tier 1 support for their Donovan and Agentic workflows product lines, ensuring a positive user experience and assisting with customer issues and internal support tickets. Responsibilities: - User support / customer service - your efforts will lead to a positive user experience with Scale’s Donovan + Agentic workflow products! - Creating new customer user accounts, in accordance with IT and security policies - Initial troubleshooting of customer issues, using templated responses. Accurately communicating these issues - Submitting support tickets for customer issues - Following up with support tickets to drive resolution in a timely manner - Creating support tickets for internal Donovan issues - Following up with support tickets to drive resolution in a timely manner - Regular testing of Scale products (Donovan & Agentic workflows) to catch any potential feature breaks, downtime before customers - Engaging with the Donovan product to identify potential bugs, and submitting support tickets, when identified - Help desk execution - after the training and execution, we will assess if there is a point when CBs can return to hybrid work, based on proficiency and business needs - 3 x CBs per shift aligned to times that Scale customers are in-office: 6a - 2p CT, 2p - 10p CT - CBs may be asked to change shifts / in-office days based on business needs. Every effort will be made to provide advance notice, and accommodate any issues - If the help desk pilot is successful, CBs may be asked to work in the Globe on SIPR or JWICS, which would require onsite work 5 days x week - CBs may be submitted for a clearance to support the help desk on these networks - CBs that receive a clearance will receive cleared pay for that clearance, once required to be onsite at the Globe full time Required Qualifications: - Provide dedicated Tier 1 support for the Donovan and Agentic workflows product lines - User support / customer service to lead to a positive user experience with Scale's Donovan + Agentic workflow products - Creating new customer user accounts, in accordance with IT and security policies - Initial troubleshooting of customer issues, using templated responses - Accurately communicating customer issues - Submitting support tickets for customer issues - Following up with support tickets to drive resolution in a timely manner - Creating support tickets for internal Donovan issues - Regular testing of Scale products (Donovan & Agentic workflows) to catch any potential feature breaks, downtime before customers - Engaging with the Donovan product to identify potential bugs, and submitting support tickets when identified - Must be in good standing with your employer, with no disciplinary action in the last 90 days - Cannot have been denied a Tier 1 clearance at any time - Initial training in the AI Center 5 days / week - Help desk execution after training and execution - 3 x CBs per shift aligned to times that Scale customers are in-office - CBs may be asked to change shifts / in-office days based on business needs - If the help desk pilot is successful, CBs may be asked to work in the Globe on SIPR or JWICS, which would require onsite work 5 days x week - CBs may be submitted for a clearance to support the help desk on these networks - CBs that receive a clearance will receive cleared pay for that clearance, once required to be onsite at the Globe full time Required Skills: Tier 1 support, Customer service, Troubleshooting Important Skills: Quality Assurance Benefits: Comprehensive health, dental and vision coverage, Retirement benefits, A learning and development stipend, Generous PTO, Commuter stipend