Customer Support Representative (AI)

TL;DR

Customer Support Representative (SaaS/AI): Providing high-quality technical support across hardware, software, and networking systems with an accent on root cause analysis and AI-driven workflows. Focus on solving complex customer issues, leveraging AI tools for efficiency, and maintaining high performance metrics in a fast-paced environment.

Location: Remote (Must be based in Ukraine)

Company

An AI-powered, conversation-centric platform specializing in customer experience and team collaboration for businesses.

What you will do

• Troubleshoot customer issues across hardware, software, and networking systems to identify root causes and drive resolution.
• Deliver professional and clear communication to ensure positive and productive customer interactions.
• Document customer interactions, issues, and resolutions with accuracy and consistency.
• Manage multiple requests simultaneously in a high-volume environment to ensure optimal performance.
• Leverage AI tools like ChatGPT and Copilot to summarize interactions and improve response quality.
• Continuously build technical knowledge of company products and troubleshooting processes.

Requirements

• 2+ years of customer service experience, 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 (12:00pm-12:00am Monday through Friday).
• Strong troubleshooting skills and a solution-oriented mindset.

Culture & Benefits

• Comprehensive medical coverage, including dental care.
• 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 exceptional service.