Customer Support Representative, 1st line (US timezone)

Intento; Ciudad de México; A distancia; USD 30,000 - 70,000; Jornada completa

Descripción de la vacante

An innovative company is seeking a 1st line Customer Support Representative to join their remote team. This role involves providing exceptional support for a multilingual AI platform, troubleshooting technical issues, and collaborating with product teams. Ideal candidates will have a strong background in customer support within IT/SaaS and possess excellent communication skills. Join a diverse group of professionals dedicated to redefining language technology and enjoy a flexible work environment that values your contributions and growth. This is an exciting opportunity to make a global impact while working with cutting-edge technology.

Servicios

Competitive salaries

Flexible work environment

Collaboration with diverse teams

Growth opportunities

Transparency in business strategies

Formación

• Proven experience in customer support for technical products.
• Strong communication skills and emotional intelligence are essential.

Responsabilidades

• Serve as the first point of contact for customers via email.
• Troubleshoot and resolve technical issues efficiently.
• Collaborate with Development and Product teams to address bugs.

Conocimientos

Fluent English (written and spoken)

Customer Support experience

HTML knowledge

RESTful APIs knowledge

Basic debugging/troubleshooting

Experience with localization processes

Emotional intelligence

Problem-solving mindset

Collaborative team player

Herramientas

Zendesk

Intercom

Jira

Descripción del empleo

Intento builds a Machine Translation and multilingual Generative AI platform for global businesses. We deliver immediate, tailored, and personalized language experience in all the software systems your customers and teammates already use, supporting over 650 languages.

We are seeking an exceptional 1st line Customer Support Representative to join our team and actively contribute to our growth and success. This is a fully remote position, and we consider candidates from the US timezone.

About Intento:
Founded by two PhDs in AI, Intento is a fast-growing company with sky-high perspectives for proactive professionals.

Our clients are top enterprise companies from Europe, the USA, and Asia. We are recognized by global experts like OpenAI and Gartner, and we cooperate with the largest AI providers.

Intento now is 70+ people working remotely from different parts of the world (from Asia to the USA). The Head office is in Berkeley, USA.

We are looking for:

1. Hard skills:
   • Fluent English (both written and spoken)
   • Solid background in Customer Support in a technical product, ideally within IT/SaaS for US or EU markets
   • Working knowledge of HTML, RESTful APIs, and basic debugging/troubleshooting
   • Experience with localization processes, working with multilingual or international user bases (a big plus!)
2. Soft skills:
   • Clear, confident, and empathetic communicator
   • Positive and proactive mindset
   • High emotional intelligence—you know when to listen, when to explain, and how to de-escalate
   • Self-starter with a bias toward ownership and problem-solving
   • Collaborative team player who thrives in fast-paced environments
3. Preferred:
   • Familiarity with Zendesk, Intercom, Jira, or other support/dev tools
   • Previous experience with localization QA or coordinating with localization teams
   • Comfort with remote tools and asynchronous communication

Responsibilities:

• Act as the first point of contact for customers via email
• Troubleshoot and resolve a variety of technical issues (simple to complex) efficiently and clearly
• Work closely with our Development and Product teams to escalate bugs and technical challenges
• Document recurring issues and contribute to our Knowledge Base
• Ensure a smooth experience for users across different regions
• Continuously look for ways to improve customer satisfaction, resolution speed, and communication style

Why Join Us?

At Intento, we are redefining the future of multilingual AI. Join us and be a part of this groundbreaking journey where innovation meets excellence.

• Collaborate with over 75+ talented individuals working remotely from various parts of the world, bringing diverse perspectives and ideas.
• Be part of a team dedicated to solving significant industrial problems using cutting-edge AI technology.
• Experience transparency in our business strategies, enabling you to understand the big picture and contribute in a meaningful way.
• Balance autonomy and responsibility, empowering you to make decisions and take ownership of your work.
• Benefit from competitive salaries that reflect your skills and expertise.
• We value our employees and strive to create an environment that promotes collaboration, flexibility, and growth.
• Gain firsthand experience deploying solutions to Fortune 500 companies, providing valuable insights into enterprise-level operations.

Join Intento and help drive the future of language technology while making a global impact!

If you don't see that this role matches your skills and ambitions well, but you are still interested in exploring future opportunities at Intento, we’d love to hear from you! Please submit your resume and a brief cover letter, highlighting your key areas of expertise, preferred roles, and career goals, to [e-mail]. To help us easily identify your submission, kindly use "Intento Talent Pool" as the subject line of your email.