Customer Support Specialist & QA Specialist

Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers who focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides Sign.Plus (a legally binding electronic signature), Fax.Plus (online faxing), and Scan.Plus  (AI-powered mobile scanner) to over 4,000,000 customers worldwide.

At Alohi, we began our journey with an initial seed investment from Fongit “Fondation Genevoise pour l’Innovation Technologique”, which is backed by the state of Geneva. But instead of relying on external funding to fuel our growth, we’ve chosen to bootstrap our way to success. This approach has allowed us to prioritise our customers and build products that truly meet their needs, without being beholden to outside investors. By remaining financially independent, we’ve been able to maintain our autonomy and agility, which have been key factors in our ability to innovate and stay ahead of the curve.

Job Description

We are seeking a highly motivated, tech-savvy, and customer-focused individual to join our Geneva office for an on-site position as a Customer Support & Quality Assurance Specialist. This role represents a significant evolution from traditional customer support. While ensuring our customers continue to receive an outstanding experience, answering tickets and proposing solutions to technical issues, the responsibilities will also extend to Quality Assurance (QA), product testing, and the integration of Artificial Intelligence into our processes and products.

The ideal candidate is passionate about both technology and customer advocacy, possessing a natural curiosity for complex systems and a drive to ensure product excellence. You must be a dynamic, forward-thinking individual capable of adapting to the rapidly evolving AI landscape. You will play a crucial role in ensuring the quality of our sophisticated products, identifying areas for improvement, and contributing to the seamless integration of AI technologies to enhance user experience and internal efficiency. This position requires a proactive approach, excellent problem-solving skills, and the ability to thrive in a fast-paced, innovative environment.

Please note that this role is a fully office-based role in our office in Plan-les-Ouates.

Responsibilities

• Respond to customer queries and provide technical support promptly and accurately via phone or email. 
• Serve as an escalation point for complex customer issues requiring deep technical understanding. Investigate and diagnose challenging problems, potentially involving replicating user environments or analysing logs, ensuring timely and effective resolutions.
• Assisting in the creation and maintenance of internal and potentially external documentation.
• Maintain and update internal databases with detailed information about technical issues, bugs, workarounds, and valuable customer insights, ensuring knowledge is shared effectively across teams.
• Perform thorough manual testing of our software platforms (Sign.Plus, Fax.Plus, Scan.Plus, and emerging AI-driven features) across different scenarios and environments to identify bugs, usability issues, and inconsistencies. Document test cases, track defects, and verify fixes.
• Actively participate in the testing and refinement of AI-powered features and tools. Provide critical feedback on AI performance, usability, and effectiveness from a user perspective. Contribute insights towards the training and improvement of AI agents used within the company.
• Systematically gather, analyze, and synthesize customer feedback from various channels to identify trends, pain points, and feature requests. Champion user needs and collaborate closely with product and development teams to inform product enhancements and the development roadmap.
• Proactively researching, evaluating, and proposing new third-party AI tools that could enhance customer support efficiency, QA processes, or user experience. Identify opportunities to improve support processes.
• Work closely with engineering, product management, and marketing teams to ensure alignment on product quality standards, feature development, and customer communication strategies.
• Continuously learn about our evolving products, underlying technologies, and the broader AI landscape to maintain expertise and contribute innovative ideas.

• Bachelor’s degree in a technical or business field (e.g., Computer Science, Business Administration) or equivalent practical experience demonstrating strong technical aptitude and problem-solving capabilities.
• Demonstrable passion for technology combined with a strong commitment to exceptional customer service.
• Outstanding written and verbal communication skills in English. Ability to explain complex technical concepts clearly and concisely to both technical and non-technical audiences.
• Proven ability to quickly learn and master complex software platforms. Strong analytical and problem-solving skills are essential.
• A dynamic, forward-thinking mindset with the ability to adapt to the evolving AI landscape and embrace new technologies and methodologies.
• Genuine interest or prior experience in software quality assurance and manual testing methodologies.
• Ability to work effectively both independently and as part of a collaborative, cross-functional team in an on-site environment.

• Desirable but not essential:
  • Experience with customer support platforms (e.g., Zendesk).
  • Experience with bug tracking or project management tools (e.g., Jira).
  • Basic Data Analysis Skills: Familiarity with basic data analysis techniques or tools (like Excel, Google Sheets, or simple database queries) to support the analysis of customer feedback and QA data.
  • Basic Prompt Engineering: Understanding or experience in crafting effective prompts for interacting with internal or external AI models/agents.