Technical CX Specialist

About the job

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• Manage multiple competing priorities and tasks to ensure high service levels.
• Troubleshoot issues related to AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues.
• Maintain reliability and accountability during assigned shifts.
• Collaborate with team members to troubleshoot complex issues and escalate when necessary.
• Develop and maintain a deep understanding of products and services for knowledgeable support.
• Document customer interactions and feedback for service improvement.
• Work with other departments to resolve customer issues and enhance the overall customer experience.
• Collaborate effectively in a team while independently executing tasks.
• Stay informed about new product features and updates.
• Contribute to the development of support processes and materials like FAQs and knowledge base articles.

Requirements

• 3+ years of experience in a technical support role for AI-driven products, providing premium support to large enterprise customers in a fast-paced environment.
• Exceptional empathy and a genuine desire to help customers.
• Strong problem-solving skills with creative and complex issue resolution abilities.
• Excellent organizational skills for managing multiple tasks and priorities.
• Strong written and verbal communication skills, capable of explaining complex information clearly.
• Understanding of APIs and ability to explain API concepts to technical and non-technical users.
• Familiarity with customer support tools and CRM systems (Intercom experience is a plus).
• Ability to work collaboratively and build positive cross-departmental relationships.
• Passion for learning and staying informed about industry trends.