Technical Support Representative (AI)

TL;DR

Technical Support Representative (Customer Support): Delivering high-quality technical support for a conversation-centric CX platform with an accent on troubleshooting hardware, software, and networking systems. Focus on resolving complex customer issues, leveraging AI tools for workflow optimization, and maintaining system performance.

Location: Remote in Ukraine; must work shifts aligned with US business hours (12:00pm-12:00am M-F)

Company

Global leader in customer experience and team collaboration, providing an AI-powered platform for over 100,000 businesses.

What you will do

• Troubleshoot and resolve customer issues across hardware, software, and networking systems to identify root causes.
• Communicate professionally with customers to ensure positive and productive interactions.
• Document technical interactions, issues, and resolutions with high accuracy and consistency.
• Maintain and update systems to ensure optimal performance for customers in a high-volume environment.
• Leverage AI tools like ChatGPT and Copilot to optimize daily workflows, summarize interactions, and improve response quality.
• Take full ownership of customer issues until final resolution while meeting performance metrics.

Requirements

• 2+ years of experience in customer service, preferably in technical support or help desk environments.
• Working knowledge of PC/Mac operating systems and Microsoft Office applications.
• Advanced English fluency (spoken and written).
• Must be based in Ukraine.
• Ability to work shifts aligned with US business hours (between 12:00pm-12:00am Monday through Friday).

Nice to have

• Knowledge of hardware and networking systems.
• Professional experience using AI and automation tools.

Culture & Benefits

• Comprehensive medical, dental, life, disability, and critical disease insurance.
• Paid time off (PTO), paid sick leave, and paid parental leave.
• Access to ongoing learning, development opportunities, and career advancement.
• Supportive, high-energy team culture committed to innovation and "Amazing Service".