Technical Support Analyst - Chat Support

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Requirements:

• Minimum of 1 year experience in a customer or technical support role, preferably in SaaS, cloud services, or AI-related platforms
• Basic understanding of SSH, Linux, and SQL scripting
• Working knowledge of Docker and containerized applications
• Familiarity with cloud platforms, user and access management, and AI inference basics
• Strong written communication skills with the ability to simplify technical concepts
• High multitasking ability to manage several chat conversations simultaneously
• Experience using CRM, ticketing, and support tools such as Zendesk and Discord
• Problem-solving mindset with a proactive approach to resolving customer concerns

Responsibilities:

• Provide prompt and efficient customer service via live chat, handling multiple interactions at once.
• Assist users with account setup, onboarding, billing questions, and navigating the platform.
• Help users select the best services based on their needs and provide basic cost estimates.
• Maintain clear and empathetic communication while managing expectations on issue resolution timelines.
• Understand and explain the basics of serverless cloud computing, AI inference, and user access management.
• Perform basic troubleshooting using internal tools and diagnostic dashboards.
• Escalate technical issues to Level 2 support or Engineering as needed, following established protocols.
• Log all interactions and resolutions in Zendesk or similar CRM platforms.
• Contribute to internal FAQs and knowledge base content for efficiency and clarity.
• Simplify technical concepts for non-technical users.
• Maintain a high customer satisfaction score (CSAT), targeting 98% or higher.
• Collaborate with the support and product teams to improve the user experience.