Job Title

Live Support Analyst –AIMDRIVE-AI Location:India (Remote / Hybrid) Experience:0–3 years Function:Customer Support / Supply Chain Cost Management Support Role OverviewThe Live Support Analyst will providereal-time, in-platform supportto users via chatbot and live chat. The role focuses on helping users understand platform outputs related toprice competitiveness, cost breakdowns, and should-cost estimates , while ensuring a smooth and responsive user experience. This role acts as thehumanlayer 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): oConducting a keyword search oSelecting relevant NAICS codes oUnderstanding average market price trends for industry of interest oBuilding price competitiveness analysis oBuilding ICPs, cost breakdown and should cost estimates oUnderstanding cost drivers and factors affecting the cost drivers oSaving 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: oProcurement processes oCost structures (materials, labor, overheads, GSA, profit) oPrice 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