Customer Response Specialist (Technical Support)

TL;DR

Customer Response Specialist (Technical Support): Resolving complex customer inquiries and managing technical incidents via various communication channels with an accent on technical troubleshooting and incident management. Focus on diagnosing issues using log analytics, troubleshooting APIs, and coordinating with engineering teams to maintain SLAs.

Location: Remote

Company

Global leader in enterprise conversations providing an award-winning Conversational AI platform.

What you will do

• Address and resolve customer inquiries promptly via phone, email, and web messaging.
• Perform customer-facing incident management, collaborating with NOC, Technical Support, and Engineering teams.
• Prioritize real-time cases and manage crisis scenarios to ensure SLA compliance.
• Monitor, diagnose, and communicate customer-specific alerts using log analytics and monitoring tools.
• Act as a technical and soft skills lead to maintain established processes and promote high NPS.
• Manage inquiries from internal teams and serve as a primary point of contact.

Requirements

• 3+ years of experience in a technical role, preferably in support.
• Competent knowledge of HTML, CSS, and experience troubleshooting REST/SOAP APIs.
• Networking knowledge, including IP addresses, firewalls, and web filters.
• Ability to use browser-based tools (cache, cookies, network tab/dev tools) for troubleshooting.
• Excellent written and spoken English communication skills.
• Ability and willingness to work in shifts in a 24x7 operation, including nights, weekends, and holidays.

Nice to have

• SQL proficiency for reading and writing queries.
• Troubleshooting skills in JavaScript.
• Prior experience in leadership roles.

Culture & Benefits

• Comprehensive health insurance: medical, dental, and vision.
• 28 days of paid vacation.
• Generous tuition reimbursement and access to internal professional development resources.
• Practical perks including food vouchers and a multisport card.
• Inclusive, remote-friendly workplace culture that celebrates diversity.