Associate Customer and Product Support (AI)

Associate Customer and Product Support

Company

Tribeca Venture Partners

Conditions

3 days ago SeniorSalary: 65K - 75KCanada Remote Customer Support Jobs by Tribeca Venture Partners

Tribeca Venture Partners Stealth Distributed View jobs by Tribeca Venture Partners

Skills

Ai Customer Education Customer Support Debugging Documentation Escalation Management Incident Response Knowledge Base Product-Feedback Product Knowledge Software Application Technical Support Time Management Troubleshooting

About the Role

You will provide first-line and escalated customer support, investigate and resolve technical inquiries through email, chat, and calls, and keep customers updated through resolution. You will guide customers on platform features, improve support documentation, support training sessions, and share customer feedback and debugging details with Product and Engineering. You will also manage internal support channels, assist with incident responses, test beta features, and maintain expert knowledge of the product.

Requirements

• 3 or more years of experience in a client or product support role
• Customer support experience
• Ability to solve complex problems
• Ability to explain complex issues in simple terms
• Professional home working environment with capacity for a dual-screen configuration
• Attention to detail
• Time management
• Ability to prioritize under pressure
• Interest in AI, technology, and software applications

Responsibilities

• Deliver first-line and escalated support for complex customer inquiries and technical issues
• Guide customers through platform features and functionality
• Identify common questions and improve documentation, help-center articles, and in-app tours
• Support live customer training sessions and manage session chat
• Investigate, diagnose, troubleshoot, and resolve email and live-chat inquiries
• Lead support calls with customers as needed
• Escalate tickets to appropriate teams and provide customers with updates through resolution
• Collect customer feedback and feature requests and communicate product opportunities to Product and Engineering
• Qualify, triage, and repackage debugging steps for technical teams
• Provide level-one support for internal support channels and prioritize fixes
• Lead incident responses with SRE and communicate customer impact
• Maintain product expertise and stay current on new features
• Contribute to new-hire training and onboarding materials
• Create and update knowledge-base articles, tutorials, and support documentation
• Test beta features, provide feedback, and support the wider Support team

Benefits

• Performance-based bonus
• Equity
• Generous benefits program
• Dual-screen equipment provided

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