GovAssist

AI Copilot Support Agent

GovAssist

contract

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $8 - $10 per hour

About the role

  • Provide a high level of service to our customers using AI copilots and automation tools
  • Answer questions about our products, brands, and company
  • Handle high-volume inquiries via chat, email, ticketing systems, and missed calls from communication channels
  • Ensure accurate, compliant, and professional responses when using AI tools
  • Document all cases in the CRM with clear, concise, and complete notes
  • Identify upsell, cross-sell, and retention opportunities and route to Sales
  • QA and audit all AI interactions for accuracy, tone, compliance, and resolution quality
  • Identify recurring AI errors, gaps, and failure patterns
  • Track quality issues and contribute to benchmarks and performance standards
  • Provide detailed technical and process feedback to improve AI prompts, logic, and workflows
  • Collaborate with Product and Operations to eliminate root causes and improve automation performance

Requirements

  • Proven experience in customer support with exposure to AI tools, automation, or technical support environments
  • Immaculate written and spoken English
  • Strong critical thinking and pattern recognition skills
  • Calm under pressure and solution-oriented
  • Detail-driven with strong documentation habits
  • Comfortable working in fast-paced, high-volume environments
  • CRM and support platform experience such as Zendesk, Atlassian, Slack, or similar tools
  • Background in visas, passports, or travel services is a strong plus
  • Experience training, auditing, or improving AI support agents or chatbots is highly preferred.
  • Quality Assurance experience is a plus
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportAI toolsautomationtechnical supportdocumentationquality assurancepattern recognitionupsellingcross-sellingretention strategies
Soft Skills
critical thinkingcalm under pressuresolution-orienteddetail-drivenstrong communicationcollaborationproblem-solvingadaptabilitytime managementcustomer service orientation