The AI Support Training & Quality Specialist will play a critical role in building, evaluating, and continuously improving the AI-assisted support experience before broad customer deployment. This role is responsible for reviewing AI-generated interactions, identifying performance gaps, improving support workflows, and helping establish the knowledge foundation for future production support teams.

This position is ideal for experienced technical professionals who possess strong troubleshooting expertise in one or more consumer technology domains and are interested in shaping the future of AI-driven customer support.

Key Responsibilities

• Review and evaluate AI-generated support responses for accuracy, completeness, and customer experience.
• Identify, document, and annotate errors, inconsistencies, and knowledge gaps within AI interactions.
• Provide actionable feedback to improve AI performance, response quality, and troubleshooting effectiveness.
• Develop and maintain knowledge materials, troubleshooting workflows, and support documentation.
• Partner with cross-functional teams to refine support processes and enhance AI training efforts.
• Support pilot operations by validating AI recommendations and assisting with escalation scenarios.
• Monitor trends and recurring issues to identify opportunities for process improvements.
• Contribute to the development of quality standards, evaluation frameworks, and best practices for AI-assisted support.
• Assist in creating scalable knowledge assets that will support future customer service operations.

Required Qualifications

• Candidates should possess strong experience in one or more of the following areas:
• Security cameras and surveillance systems
• Smart home devices and IoT ecosystems
• Thermostats and home automation products
• Gaming systems and peripherals
• Home networking, routers, and Wi-Fi troubleshooting
• Connected consumer electronics
• Note: Deep expertise across all device categories is not required. The goal is to build a team of specialists with complementary technical knowledge.

Preferred Qualifications 
Experience

• Experience in technical support, technical operations, quality assurance, knowledge management, or related functions.
• Proven ability to troubleshoot hardware, software, networking, or connected technology products.
• Experience reviewing customer support interactions and identifying areas for quality improvement.
• Experience providing feedback, coaching, or recommendations to improve support outcomes.
• Experience creating or maintaining process documentation, workflows, SOPs, or knowledge base content.

Technical Skills

• Strong troubleshooting and root-cause analysis capabilities.
• Ability to assess the accuracy and quality of support responses against established standards.
• Excellent written communication and documentation skills.
• Strong analytical skills with the ability to identify trends, knowledge gaps, and improvement opportunities.
• Comfortable working with AI-powered tools, automation platforms, and emerging technologies.
• Ability to translate technical findings into clear, actionable recommendations.

Preferred Candidate Profile

• Detail-oriented with a passion for quality and continuous improvement.
• Strong critical thinking and problem-solving abilities.
• Ability to work independently in a fast-paced, evolving environment.
• Comfortable adapting to new technologies and changing support requirements.
• Collaborative team player who contributes specialized expertise while supporting broader program goals.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

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