Technical Customer Support Representative

Sheen AI; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

A technology company based in Mumbai is looking for a Technical Customer Support professional to guide clients in using their AI software. This role requires assisting customers in understanding platform functionalities and provides hands-on support via chat, email, and calls. Ideal candidates should have experience with AI tools, strong communication skills, and be comfortable in a startup environment. The aim is to ensure a seamless customer experience, with minimal friction while using the platform.

Qualifications

• 0–4 years in Customer Support, Customer Success, or Technical Support.
• Comfortable working in a fast-paced startup environment.

Responsibilities

• Guide clients through platform features and functionalities.
• Troubleshoot platform-related issues and provide timely resolutions.
• Collect customer feedback and relay insights to internal teams.

Skills

Hands-on experience with AI platforms

Strong customer-handling skills

Excellent written and verbal communication skills

Logical reasoning

Analytical thinking

Ability to understand customer requirements

Job description

0–4 years in Customer Support / Customer Success / Technical Support

(Strong freshers with relevant AI exposure may be considered)

Role Overview

We are seeking aclient-focused Technical Customer Support professionalwho can activelyguide, assist, and support customersin using our Software. This role emphasizeshands‑on client interaction, understanding customer requirements, and ensuring asmooth, seamless, and satisfying customer experiencewhile using AI tools such as ChatGPT.

The ideal candidate will be comfortable guiding clients step‑by‑step, resolving doubts, and ensuring customers are able to use the platform efficiently without friction.

Key Responsibilities

Client Guidance & Support

• Guide clients through platform features, workflows, and functionalities
• Help customers frame and refine AI prompts based on their specific needs
• Assist clients in understanding AI‑generated outputs and how to use them effectively
• Provide continuous guidance to ensure aseamless end‑to‑end customer experience
• Act as a primary point of contact for client queries and usage‑related support

Technical & Product Support

• Handle customer queries via chat, email, and calls in a clear and professional manner
• Troubleshoot platform‑related issues and provide timely resolutions
• Explain technical or AI‑related concepts in simple, easy‑to‑understand language
• Identify recurring issues and coordinate with internal product or engineering teams

Customer Experience & Enablement

• Ensure customers face minimal friction while using the platform
• Proactively support clients during onboarding and ongoing usage
• Collect customer feedback and relay insights to internal teams
• Contribute to creating support documents, guides, FAQs, and onboarding materials
• Work towards improving overall customer satisfaction and retention

Required Skills & Qualifications

• Hands‑on experience with AI platforms such as ChatGPT or similar tools
• Strong customer‑handling and problem‑solving skills
• Excellent written and verbal communication skills
• Good logical reasoning and analytical thinking
• Ability to understand customer requirements and provide clear guidance
• Comfortable working in a fast‑paced startup environment

Preferred / Plus Skills

Familiarity with SaaS platforms, APIs, or automation tools

Experience with customer support or CRM tools

• Interest or experience in prompt engineering or AI‑based workflows

What Success Looks Like in This Role

• Customers experience smooth and uninterrupted platform usage
• Faster resolution of customer queries
• High customer satisfaction and positive feedback
• Effective collaboration between customers and internal teams