White-Glove Enterprise Tech CX Specialist

Harvey; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Harvey is seeking a Customer Experience (CX) Specialist to join our global support team. You will be the frontline for enterprise customers, delivering empathetic and efficient assistance and owning issues from start to finish.

With 3+ years in technical support, you will troubleshoot AI output quality, authentication, REST APIs, and product questions while collaborating across teams to improve processes and knowledge base.

Qualifications

• 3+ years proven experience in a technical support role providing premium support to large enterprise customers.

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
• Troubleshoot issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues.
• Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.
• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.
• Maintain a deep understanding of our products and services to provide knowledgeable support.
• Document customer interactions and feedback to aid in continuous improvement of our services.
• Work closely with other departments to resolve customer issues and contribute to the overall customer experience.
• Collaborate effectively as part of a team while confidently owning and executing tasks independently.
• Stay informed of new product features and updates to provide accurate and current support.
• Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.

Job description

Harvey is seeking a Customer Experience (CX) Specialist to join our global support team. You will be the frontline for enterprise customers, delivering empathetic and efficient assistance and owning issues from start to finish.

With 3+ years in technical support, you will troubleshoot AI output quality, authentication, REST APIs, and product questions while collaborating across teams to improve processes and knowledge base.