Support Specialist (AI)

Support Specialist

Company

Velvetech

Conditions

Full-time Junior 🌎 World 🚀 Management 🏠 Remote Job description

Responsibilities

• Support Ticket Management
• Respond to support tickets as per SLA: within 8 hours for a first generic response and within 2 days for resolution
• Manage tickets following the defined protocols
• Utilize the support ticket knowledge base to effectively guide clients through ticket resolution
• Engage in AI Contact Center feature specification and requirements activities when support tasks are minimal
• Get on a call with clients for troubleshooting
• Work under the mentorship of current product BAs to develop BA skills
• Work under the mentorship of current CSMs to develop customer success manager skills

Requirements

• Support Skills
• Proficiency in English (upper-intermediate or advanced level is preferred; a certificate is advantageous)
• Experience working in support teams
• Availability from 9am to 6pm EST to actively support clients
• Availability for rare calls outside core hours (onboarding or urgent alignment)
• The candidate is expected to work during weekdays (Mon-Fri)
• Business Analysis Qualifications
• Bachelor’s or Master’s degree
• Good knowledge of business analysis methodologies and ability to apply them appropriately
• Ability to define the best business solution among available options
• Strong communication skills to effectively engage with clients and stakeholders
• Natural analytical thinking and capacity to explain complex concepts to non-technical users
• Excellent planning, organizational, and time management skills

Benefits

• Velvetech is in the TOP 5 development companies in Illinois, USA
• You have FLEXIBLE working conditions and a COOPERATIVE environment
• Competitive salary
• Many CHALLENGING and exciting projects with new opportunities and learning
• GROWTH opportunities, skills and competencies improvement, and professional certification
• In-company TRAINING (English, Software / DevOps / Project management / Design / Business)

Our team

We are a friendly team of 170+ professionals where everyone is able to achieve high results and grows professionally not only due to their own knowledge and skills but also with the support of colleagues. Values that we highly appreciate are high performance, responsibility, respect, and loyalty. In order to have a highly motivated team, Velvetech invests in their people, additional education, certification, and others. You choose your career path and we are here to support you! People work together in harmony, encouraging each other to continuously learn, progress, and pursue perfection. Our employees enjoy working as we turn challenges into advantages to share success with each other. You have a chance to become a part of a friendly and professional team that creates robust software solutions to deliver maximum value to our international clients. Apply for this job Please mention "I found this job at Remocate!"

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