About the company
HelloConnect is a rapidly growing global Business Process Outsourcing company. You will be part of a dynamic team in Inoza tower, BGC.
Responsibilities
- Own the support queue for Claude Enterprise and Gemini and Slack AI — triage escalations from L1, diagnose, resolve, and document
- First point of contact for connector and data-source approval requests — guide users through the RFC intake process, liaise with IT Security
- Support the rollout of the Enterprise AI Marketplace over the next 6–12 months
- Flag licence-efficiency issues and contribute prompt-pattern guidance to the knowledge base
- Escalate to the Corporate AI Enablement Engineer or vendor support (Anthropic, Google) with clear reproduction steps
- Build and maintain an internal AI support knowledge base
- Support onboarding of new Claude and Gemini users and participate in AI rollouts and pilot programmes
Requirements
- 2–4 years in IT support or a technical helpdesk role
- Working familiarity with at least two of: Claude, Gemini, Rovo, or Slack AI
- Comfortable explaining tokens, connectors, and data policies to non-technical users
- Strong ticket hygiene: clear documentation, reproducible steps, SLA awareness
- Able to work independently, prioritise, and know when to escalate
- English fluency — C1 minimum
- Hands-on experience with Claude, Gemini, or similar LLM platforms
- Familiarity with Google Workspace, Jira, Confluence, or Atlassian Rovo
- Exposure to prompt engineering or AI output evaluation
- Understanding of GDPR basics and enterprise data handling in AI contexts
Conditions
- Competitive compensation with Long Service Benefits
- Mental health support, HMO medical coverage, generous leave benefits, life insurance
- Annual learning & development budget and access to 360 Learning platform
- Work-life balance
- Core working hours cover APAC business hours with overlap into Central European Time