Apprentice

About the Role

We are seeking a Customer Assurance and Escalation Program (CAEP) - Apprentice to join our Support organization in India - Trivandrum. This role focuses on building foundational skills in customer assurance operations while supporting the coordination, tracking, and documentation of critical customer situations.

Key Responsibilities

• Support the intake, tracking, and organization of customer assurance and escalation cases.
• Gather case details, customer history, timelines, technical information, and action items from approved internal systems.
• Maintain trackers, case records, meeting notes, status updates, and follow-up items with accuracy and attention to detail.
• Coordinate with stakeholders on actions, owners, dependencies, and due dates.
• Review case records and trackers for completeness, accuracy, and adherence to required timelines.
• Identify aged, at-risk, or incomplete information and escalate concerns to the appropriate team member.
• Assist with reports, dashboards, operational updates, and presentations for Customer Assurance and cross-functional stakeholders.
• Use approved AI tools, including Glean, Support Logic, and Forethought, for information retrieval, summarization, content drafting, and workflow productivity.
• Validate AI-generated summaries, recommendations, and communications against source records before sharing or using them.
• Maintain escalation notes and knowledge articles.

Qualifications

• Strong interest in customer operations, technical support, escalation management, data analysis, or a related field.
• Basic proficiency with Microsoft Office or Google Workspace, including spreadsheets, documents, presentations, and email.
• Comfort working with structured data, trackers, dashboards, and basic reporting.
• Strong written and verbal communication skills in English.
• Excellent attention to detail, organization, follow-through, and willingness to learn.
• Ability to manage multiple tasks, prioritize deadlines, and seek guidance when needed.
• Customer-centric mindset, adaptability, sound judgment, and a collaborative approach.
• Curiosity about AI applications in operational workflows and willingness to learn approved AI tools.
• Ability to review AI-generated content critically, verify information against trusted sources, and use AI responsibly.
• Familiarity with CRM, ticketing, knowledge-management, or collaboration tools is a plus.