Enterprise Support Agent (Americas timezone)

Localizationacademy; Berkeley (CA); Remote; USD 60,000 - 85,000; Full time

Job summary

Join Intento, a fast-growing AI-focused company, as an Enterprise Support Agent. You will be a pivotal part of our team, assisting top clients with exceptional customer support and utilizing your technical skills to address a variety of issues. Engage with an international team and contribute to redefining multilingual AI solutions, while enjoying a flexible work environment.

Benefits

Competitive salary based on skills and expertise

Collaborative remote work environment

Growth and development opportunities

Qualifications

• Solid background in Technical Customer Support ideally within IT/SaaS for US or EU markets.
• Experience with SaaS B2B support is a plus.
• Clear, confident, and empathetic communicator.

Responsibilities

• Act as the first point of contact for customers via email.
• Troubleshoot and resolve technical issues efficiently.
• Document recurring issues and contribute to our Knowledge Base.

Skills

Fluent English

Customer Support

Technical Troubleshooting

Localization Processes

Communication

Problem-solving

Tools

HTML

RESTful APIs

Zendesk

Intercom

Jira

Job description

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 Enterprise Support Agent to join our team and actively contribute to our growth and success. While we prioritize candidates who are based in or near theu00a0PST timezone, we remain open to applicants from other regions globallyu2014as long as they can align with the roleu2019s time-based expectations.

This role requires a standard 8-hour workday, with flexibility in start and end times within the 10:00 AM u2013 7:00 PM PST core availability window.

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:

Hard skills:

• Fluent English (bothu00a0written and spoken)
• Solid background inu00a0Customer Supportu00a0in au00a0technical product, ideally within IT/SaaS foru00a0US or EU markets
• Working knowledge ofu00a0HTML,u00a0RESTful APIs, andu00a0basic debugging/troubleshooting
• Experience inu00a0SaaS B2B support
• Experience withu00a0localization processes, working with multilingual or international user bases (a big plus!)

Soft skills:

• Clear, confident, and empathetic communicator
• Positive and proactive mindset
• Highu00a0emotional intelligenceu2014you know when to listen, when to explain, and how to de-escalate
• Self-starter withu00a0a bias toward ownership and problem-solving
• Collaborative team player who thrives in fast-paced environments

Preferred:u00a0

• 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

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Responsibilities:

• Act as the first point of contact for customers viau00a0email
• Troubleshoot and resolve a variety of technical issues (simple to complex) efficiently and clearly
• Work closely with ouru00a0Development and Productu00a0teams to escalate bugs and technical challenges
• Document recurring issues and contribute to ouru00a0Knowledge 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!