Support Analyst

Position: Live Support Analyst
Location: Bengaluru

Live Support Analyst –   AIMDRIVE-AI

Location:

India (Remote / Hybrid)

Experience:

0–3 years
Function:  Customer Support / Supply Chain Cost Management Support

Role Overview  The Live Support Analyst will provide  real-time, in-platform support  to users via chatbot and live chat. The role focuses on helping users understand platform outputs related to  price competitiveness, cost breakdowns, and should-cost estimates , while ensuring a smooth and responsive user experience.
This role acts as the  human  layer for the AI platform.

Key Responsibilities  
· Provide live chat and chatbot-assisted support to users during business hours

· Interpret AI-generated outputs (product/service specifications, cost drivers, sources used, factors affecting the cost drivers) and explain them clearly to users

· Assist users with (domain training will be provided):
o  Conducting a keyword search
o  Selecting relevant NAICS codes
o  Understanding average market price trends for industry of interest
o  Building price competitiveness analysis
o  Building ICPs, cost breakdown and should cost estimates
o  Understanding cost drivers and factors affecting the cost drivers
o  Saving and reusing projects

· Identify upsell opportunities – free trail to paid plans, upgrade within paid plans

· Escalate complex queries to Enterprise Support teams

· Escalate bugs, AI generated data issues, product feedback to engineering and product teams

· Capture recurring user issues and feedback to improve AI responses and platform UX

· Tag conversations and update knowledge base articles and chatbot training data

· Ensure SLA adherence (response time, resolution time, CSAT)
Required

Skills & Qualifications  
· Bachelor's degree in business, economics, supply chain, or related field

· Basic understanding of:
o  Procurement processes
o  Cost structures (materials, labor, overheads, GSA, profit)
o  Price benchmarking concepts

· Strong written communication skills (English mandatory)

· Proficiency in using MS Office products

· Comfort working with chat tools, CRMs, and AI-assisted platforms
Preferred Skills  
· Exposure to procurement, sourcing, category management, or cost engineering

· 1–3 years' experience in SaaS B2B support, analytics, or data support roles

· Familiarity with Power BI, Tableau, or similar analytics tools
Success Metrics  
· Response time

· Chat resolution rate

· CSAT/NPS

· Conversion to paid plans

· Accuracy of explanations and escalations

· Knowledge base contribution quality