Technical Support Representative

ilkdeneme; California (MO); Hybrid; Full time

Benefits offered by this job

Competitive compensation rate

Job summary

A growing remote company is seeking a Technical Support Representative to provide exceptional customer support via email, chat, and video calls. You will troubleshoot issues, enhance AI support responses, and assist in product testing. This role is fully remote, with flexible hours operating on Pacific Time. Excellent communication and a customer-first attitude are essential. Great opportunity for individuals passionate about customer service and technology.

Qualifications

• Ability to work independently and make informed decisions.
• Focus on clarity and empathy in customer interactions.

Responsibilities

• Provide high-quality support via email, live chat, and video calls.
• Troubleshoot technical issues and guide customers.
• Monitor and improve AI-generated support responses.
• Update help center articles and self-service resources.
• Assist in testing new product features.

Skills

Excellent written and spoken English communication

Analytical and problem-solving skills

Customer-first attitude

Technical proficiency in learning software tools

Experience with AI support systems (bonus)

Job description

Join Our Remote Team as a Technical Support Representative

We’re a fully remote, US-based company that builds powerful extensions for Airtable—and we’re on the lookout for a proactive, empathetic Technical Support Representative to help us deliver exceptional customer experiences while continuously improving our AI-powered help system.

About the Role

As our Technical Support Representative, you’ll be the first point of contact for our customers, providing support across email, chat, and video calls. You’ll troubleshoot technical issues, answer product questions, and guide users toward the best solutions. You’ll also play an active role in improving our AI support agent by reviewing its responses, identifying inaccuracies, and enhancing its ability to assist users effectively.

While we operate on Pacific Time (UTC-7/-8), you can work from anywhere in the world—just be available Monday to Friday, 9 AM to 5 PM PT. We’re hiring for the long term and offer a competitive compensation rate.

What You’ll Do

• Provide high-quality support via email, live chat, and scheduled video calls
• Troubleshoot issues and walk customers through effective solutions
• Monitor and improve AI-generated support responses for accuracy and usefulness
• Escalate recurring issues or feature requests to the product team
• Update and refine help center articles and self-service resources
• Assist in testing new product features and releases

What We’re Looking For

• Excellent written and spoken English communication
• analytical and problem-solving skills
• A customer-first attitude with a focus on clarity and empathy
• Ability to work independently and make informed decisions
• Technical proficiency and confidence in learning software tools
• Bonus: Experience working with or refining AI support systems

Our Hiring Process

• Apply with your resume and a short note about your interest
• If selected, you’ll receive a practical challenge to complete
• If your challenge looks promising, we’ll move forward with an interview