AI Product Support Specialist

Trending Talent Solutions; Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Trending Talent Solutions is seeking a Product Support Specialist to deliver exceptional technical assistance in a fast-paced AI-rich environment.

You will become an expert on all company products, handling high-volume support cases and using AI tools to address queries while ensuring human-quality resolutions.

Qualifications

• Minimum 2 years’ experience in high-volume product support or customer support.
• Experience in second-tier, escalations, or technical support.
• Proven ability to manage and close a high volume of support tickets while maintaining quality standards.
• Experience reviewing, validating, and correcting AI-generated responses or chatbot resolutions.
• Demonstrated critical thinking, investigative, and research skills when diagnosing customer issues.
• Experience working cross-functionally with technical teams and internal stakeholders.
• Ability to quickly learn and navigate multiple systems and tools simultaneously.
• Proven ability to work under pressure while meeting daily/weekly performance targets.

Responsibilities

• Become a subject matter expert on all company products and services.
• Respond to and manage user support cases within a high-volume environment.
• Close high ticket volumes while maintaining minimum QA standards on audited cases.
• Utilise AI tools in addressing, solving and responding to customer queries.
• Communicate clearly, professionally, and empathetically with a diverse user base.
• Investigate, troubleshoot, and resolve customer issues efficiently and accurately.
• Review and correct AI-generated responses to ensure human resolution.
• Collaborate with engineers and internal stakeholders to diagnose and resolve issues.
• Learn and navigate multiple systems, including ticketing platforms and identity verification tools.
• Prioritise and triage cases during peak periods.
• Adapt to evolving products and support workflows.
• Maintain documentation of support interactions and resolutions.
• Demonstrate resilience and sustainable work practices under high cognitive load.

Skills

Communication skills

Empathy

Critical thinking

Problem solving

Multitasking

Cross-functional collaboration

AI/tool familiarity

Ticketing systems

Education

Relevant tertiary qualification in IT / Customer Service / Communications or related field

Tools

Ticketing platforms

Payment systems

Usage trackers

Identity verification tools

Support platforms

AI tools

Job description

We are seeking a customer-focused and technically proficient Product Support Specialists to provide exceptional product support in a high-volume environment for a leading international technology business at the forefront of Artificial Intelligence. The successful candidate will become an expert in all company products, assist users with technical and product-related queries, and collaborate with internal teams to ensure timely and effective issue resolution.

This role requires strong communication skills, empathy, adaptability, critical thinking, and the ability to perform effectively under pressure while maintaining high standards of quality and customer satisfaction. The ideal candidate is a high-velocity, quality-driven problem solver capable of thriving in a fast-paced support environment, particularly when resolving complex cases that remain unresolved after AI self-service interactions.

Required Qualifications:

• Relevant tertiary qualification in Information Technology, Customer Service, Communications, or a related field will be advantageous.

Required Experience:

• Preference for minimum of 2 years’ experience in a high-volume product support or customer support environment; or experience in technology related environments.
• Experience within a second-tier, escalations, or technical support team is preferred.
• Proven ability to manage and close a high volume of support tickets while maintaining quality standards.
• Experience reviewing, validating, and correcting AI-generated responses or chatbot resolutions.
• Demonstrated critical thinking, investigative, and research skills when diagnosing customer issues.
• Experience working cross-functionally with technical teams and internal stakeholders.
• Ability to quickly learn and navigate multiple systems and tools simultaneously.
• Proven ability to work under pressure while consistently meeting daily and weekly performance targets.

Key Responsibilities:

• Become a subject matter expert on all company products and services.
• Respond to and manage user support cases within a high-volume support environment.
• Achieve productivity and quality targets, including the ability to close high ticket volumes while maintaining a minimum quality assurance standard on audited cases.
• Utilise and work with AI tools in addressing, solving and responding to customer queries.
• Communicate clearly, professionally, and empathetically with a diverse range of users.
• Investigate, troubleshoot, and resolve customer issues efficiently and accurately.
• Review and correct AI-generated responses or chatbot conclusions to ensure customers receive the correct human resolution.
• Apply critical thinking and investigative skills to identify root causes and resolve complex customer concerns.
• Collaborate with engineers, teammates, and internal stakeholders to diagnose and resolve technical and product-related issues.
• Quickly learn and seamlessly navigate multiple concurrent systems, including ticketing platforms, payment systems, usage trackers, identity verification tools, and related support platforms.
• Prioritise and triage support cases effectively during time-sensitive ticket sprints and peak volume periods.
• Adapt quickly to evolving products, processes, support workflows, and business priorities.
• Maintain empathy, professionalism, and accuracy while operating under pressure and meeting performance expectations.
• Ramp up productivity targets during the onboarding and nesting period while maintaining quality standards.
• Contribute proactively to the improvement of support operations by:
• Writing and updating macros and canned responses.
• Improving knowledge base and support documentation.
• Identifying recurring customer issues and trends.
• Recommending process improvements to increase efficiency and reduce contact volumes.
• Assist users in understanding new features, updates, and complex product concepts.
• Maintain accurate documentation and records of support interactions and resolutions.
• Demonstrate resilience and sustainable work practices to effectively manage high cognitive workloads throughout full shifts.
• Make proactive use of breaks, peer collaboration, and support structures to maintain consistent performance and avoid burnout.
• Strong customer empathy and ability to “read between the lines” of customer queries.
• Comfortable working in highly reactive and rapidly changing environments.
• Quality-focused mindset with strong ownership and accountability.
• Persistent, curious, and motivated by solving difficult problems.
• Strong organisational skills with the ability to multitask across multiple workflows.
• Passion for continuous improvement and operational excellence.
• Ability to contribute meaningfully to the foundations and long-term success of a support function.
• Experience and knowledge in second‑tier or escalated support (not just Level 1 chat).
• Strong written and verbal communication skills.
• High attention to detail and strong problem-solving ability.
• Proficiency in working within technical or software-based environments.
• Ability to work effectively in a fast-paced, high-performance support environment.
• Interest in artificial intelligence, machine learning, or technology products.