Remote AI-Powered Customer Support Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Homebased

Night shift support (PH time)

Flexible hours

Job summary

Hammerjack Pty Ltd is seeking a Remote Customer Support Analyst to be the first line of support for our customers. You will triage, investigate, and resolve common issues, using AI tools to analyze problems and craft responses.

You will escalate complex questions when necessary and help scale support workflows with thorough documentation. You will work nights as needed (PH time) and collaborate with cross-functional teams.

Qualifications

• Strong written communication and customer service skills.
• Excellent problem-solving ability and attention to detail.
• Curious and comfortable learning technical products.
• Strong judgment around when to resolve vs. escalate an issue.
• Organized and able to manage multiple requests.
• Familiarity with various AI tools (Claude, ChatGPT, Grok) and validating output.
• Ability to work independently and take ownership.

Responsibilities

• Triage and manage incoming customer support tickets.
• Work directly with customers via support channels (email, slack, Pylon).
• Investigate issues using internal tools, documentation, and AI.
• Resolve common product, account, and troubleshooting questions.
• Review AI-generated analyses and responses, adding context as needed.
• Route complex issues to appropriate teams (Customer Solutions, Product, Engineering).
• Build and maintain articles in the knowledge base.
• Identify patterns to improve documentation and support processes.
• Keep customers updated and ensure timely ticket resolution.

Skills

Written communication

Problem solving

Curiosity

AI tooling

Multi-tasking

Tools

Pylon

Zendesk

Intercom

Claude

ChatGPT

Grok

Job description

Hammerjack Pty Ltd is seeking a Remote Customer Support Analyst to be the first line of support for our customers. You will triage, investigate, and resolve common issues, using AI tools to analyze problems and craft responses.

You will escalate complex questions when necessary and help scale support workflows with thorough documentation. You will work nights as needed (PH time) and collaborate with cross-functional teams.