AI Support Analyst
About the role
Pay Range: CAD 60-65/hr We are seeking a Level 2.5 AI Support Analyst to act as the front line for end user AI — answering user questions across the firm’s AI portfolio (Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok and Gemini, together with other AI products as they are introduced (for example Zoom AI Companion)) and capturing every query in a structured way. You will resolve what you can, escalate what you cannot, and document each interaction so that the knowledge feeds a future AI support agent. Each analyst maintains broad coverage of the full portfolio while owning one product as point of contact.
Key Responsibilities
- Answer all user questions across channels — helpdesk tickets, support channels, email and direct queries — for the full AI portfolio.
- Document every query and resolution in a consistent, structured format to build the knowledge base and feed the future AI support agent.
- Resolve common and intermediate issues at first contact; escalate complex engineering issues to Level 3 with clear, complete context.
- Assist Level 3 engineering and QA testers — reproduce issues, gather evidence and validate fixes.
- Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.
- Maintain and improve self-help content, FAQs and how-to guidance for end users.
- Support a clean handover of open items between locations at shift change.
Qualifications & Experience
- 5+ years in a technical support, service desk or application-support role in an enterprise environment.
- Familiarity with M365 and a strong interest in AI products; able to learn new AI tools quickly.
- Experience using ticketing and knowledge tools (e.g. ServiceNow, Jira/Confluence).
- Strong verbal and written communication, high level of comfort with end-user engagement and a patient listener.
- History of reading and writing technical documentation
- Experience with mentoring teammates and colleagues, strong knowledge-sharing habits, and a history of team development.
- For Montreal, bilingual (English/French) is an asset.
Core Skills
- Self-starter, self-directed, team player, collaboration and handover across locations.
- Strong communicator. Customer-focused troubleshooting and triage across multiple channels.
- Technical writing experience. Disciplined, structured documentation and query capture.
- Mentorship and technical knowledge transfer both upstream and downstream
- Knowledge of ITIL and escalation, with complete context to Level 3 and QA.
Not the right fit? Search for AI Support Analyst jobs in Montreal, Quebec, Canada
About LanceSoft, Inc.
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele. As a Certified MBE and Woman-Owned organization, we pride ourselves on fostering global cross-cultural connections that advance both the careers of our employees and the success of our clients' businesses.
At LanceSoft, our mission is clear: to leverage our global network to seamlessly connect businesses with the right talent and individuals with the right opportunities, all without bias. We believe in providing Global Workforce Solutions with a personalized, human touch.
Our comprehensive range of services spans various domains, encompassing temporary and permanent staffing, Statement of Work (SOW) arrangements, payrolling, Recruitment Process Outsourcing (RPO), application design and development, program/project management, and engineering solutions.
Currently, our team of over 5,000 professionals caters to 110+ enterprise clients worldwide, including Fortune companies. Our client base represents a diverse spectrum of industries, including Banking & Financial Services, Semiconductor/VLSI, Technology, Healthcare & Life Sciences, Government, Telecom & Media, Retail & Distribution, Oil & Gas, and Energy & Utilities.
Headquartered in Herndon, VA, LanceSoft operates 32+ regional offices across the North America, Europe, Asia, and Australia. We also have nine delivery centers strategically located in India in Bangalore, Indore, Noida, Baroda, Hyderabad, Bhubaneshwar, Dehradun, Goa, and Aligarh to further enhance our client service capabilities.
Similar Jobs
AI Support Analyst
About the role
Pay Range: CAD 60-65/hr We are seeking a Level 2.5 AI Support Analyst to act as the front line for end user AI — answering user questions across the firm’s AI portfolio (Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok and Gemini, together with other AI products as they are introduced (for example Zoom AI Companion)) and capturing every query in a structured way. You will resolve what you can, escalate what you cannot, and document each interaction so that the knowledge feeds a future AI support agent. Each analyst maintains broad coverage of the full portfolio while owning one product as point of contact.
Key Responsibilities
- Answer all user questions across channels — helpdesk tickets, support channels, email and direct queries — for the full AI portfolio.
- Document every query and resolution in a consistent, structured format to build the knowledge base and feed the future AI support agent.
- Resolve common and intermediate issues at first contact; escalate complex engineering issues to Level 3 with clear, complete context.
- Assist Level 3 engineering and QA testers — reproduce issues, gather evidence and validate fixes.
- Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.
- Maintain and improve self-help content, FAQs and how-to guidance for end users.
- Support a clean handover of open items between locations at shift change.
Qualifications & Experience
- 5+ years in a technical support, service desk or application-support role in an enterprise environment.
- Familiarity with M365 and a strong interest in AI products; able to learn new AI tools quickly.
- Experience using ticketing and knowledge tools (e.g. ServiceNow, Jira/Confluence).
- Strong verbal and written communication, high level of comfort with end-user engagement and a patient listener.
- History of reading and writing technical documentation
- Experience with mentoring teammates and colleagues, strong knowledge-sharing habits, and a history of team development.
- For Montreal, bilingual (English/French) is an asset.
Core Skills
- Self-starter, self-directed, team player, collaboration and handover across locations.
- Strong communicator. Customer-focused troubleshooting and triage across multiple channels.
- Technical writing experience. Disciplined, structured documentation and query capture.
- Mentorship and technical knowledge transfer both upstream and downstream
- Knowledge of ITIL and escalation, with complete context to Level 3 and QA.
Not the right fit? Search for AI Support Analyst jobs in Montreal, Quebec, Canada
About LanceSoft, Inc.
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele. As a Certified MBE and Woman-Owned organization, we pride ourselves on fostering global cross-cultural connections that advance both the careers of our employees and the success of our clients' businesses.
At LanceSoft, our mission is clear: to leverage our global network to seamlessly connect businesses with the right talent and individuals with the right opportunities, all without bias. We believe in providing Global Workforce Solutions with a personalized, human touch.
Our comprehensive range of services spans various domains, encompassing temporary and permanent staffing, Statement of Work (SOW) arrangements, payrolling, Recruitment Process Outsourcing (RPO), application design and development, program/project management, and engineering solutions.
Currently, our team of over 5,000 professionals caters to 110+ enterprise clients worldwide, including Fortune companies. Our client base represents a diverse spectrum of industries, including Banking & Financial Services, Semiconductor/VLSI, Technology, Healthcare & Life Sciences, Government, Telecom & Media, Retail & Distribution, Oil & Gas, and Energy & Utilities.
Headquartered in Herndon, VA, LanceSoft operates 32+ regional offices across the North America, Europe, Asia, and Australia. We also have nine delivery centers strategically located in India in Bangalore, Indore, Noida, Baroda, Hyderabad, Bhubaneshwar, Dehradun, Goa, and Aligarh to further enhance our client service capabilities.