French / English AI Voice Ticket Triage Support Specialist

About the role

We are seeking a bilingual French‑English AI Voice Ticket Triage Support Specialist based in the Philippines. In this role you will perform the first technical review of support cases related to AI voice applications, turning raw conversation data into clear, actionable tickets for Product and Engineering teams.

Key responsibilities

• Review AI voice conversation transcripts, call recordings, and system logs to understand reported issues.
• Conduct initial technical analysis, identify likely root causes, and classify tickets.
• Document and route tickets in Jira, distinguishing between product enhancements, user issues, integration problems, AI behavior, and roadmap requests.
• Communicate updates with ticket submitters when needed.
• Identify recurring problems and suggest improvements to ticket quality and support processes.
• Meet ticket quality standards and SLA targets.

Required profile

• Fluent written and verbal communication in English and French.
• At least 2 years of experience in Technical Support, Application Support, Help Desk, or Ticket Triage.
• Strong analytical, troubleshooting, and documentation abilities.
• Ability to work independently while collaborating with cross‑functional teams.

Required skills

• Proficiency with Jira or similar ticket‑management platforms.
• Experience interpreting system logs, API responses, error messages, JSON payloads, and conversation transcripts.
• Familiarity with REST APIs and integration concepts.
• Knowledge of SaaS products and CRM platforms such as HubSpot.