Tier 0 Deflection Analyst - AI-Driven Service Desk (Remote)

Empower AI · Workfromhome, United States

Empower AI is hiring a Tier 0 / Deflection Content Analyst to optimize the AI-driven Tier 0 self-service layer for a DoW agency, with ~13,000 users. You will analyze tickets, chat data, and searches to deflect to self-service, tune conversations, and measure deflection on CX dashboards.

The hybrid role is based in Quantico, VA (RKB) with remote eligibility and up to 10% travel; you will work with Knowledge Management, Automation Engineering, and UX Design to improve first-contact resolution.