Remote AI-Powered Product Support Analyst

Serko; Dallas (TX); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive base salary + incentive

Learning & development platform + path

Job summary

Serko is seeking two ambitious Product Support Analysts (Level 1) to join our North American team in Dallas (Southlake) as we scale Serko.ai, our AI-powered flagship platform. You will provide first-class technical support, troubleshoot product inquiries, and ensure corporate clients leverage Serko.ai's features.

You will deliver primary technical and functional support via phone and email, investigate and resolve issues, and document solutions in our internal system.

Qualifications

• Customer-centric focus essential.
• Excellent written and verbal communication across non-technical and technical audiences.
• Strong diagnostic and problem-solving abilities to resolve client issues.
• Hands-on experience with AI tools to enhance support workflows.
• Adaptability to work on cross-functional initiatives and scale within a tech platform.
• Travel industry experience preferred but not required.

Responsibilities

• Deliver primary technical and functional support via phone and email.
• Investigate and resolve client issues promptly while updating clients on progress.
• Recognize complex issues and escalate them following established protocols.
• Maintain detailed records of all client communications and solutions.
• Build and maintain deep product knowledge through relevant training.
• Identify opportunities for workflow improvements and product enhancements.
• Support QA activities including issue troubleshooting and release testing.

Skills

Customer focus

Communication skills

Analytical thinking

AI & tech proficiency

Travel industry experience

Job description

Serko is seeking two ambitious Product Support Analysts (Level 1) to join our North American team in Dallas (Southlake) as we scale Serko.ai, our AI-powered flagship platform. You will provide first-class technical support, troubleshoot product inquiries, and ensure corporate clients leverage Serko.ai's features.

You will deliver primary technical and functional support via phone and email, investigate and resolve issues, and document solutions in our internal system.