Technical CX Specialist

Skills

About the Role

You will be the first point of contact for enterprise customers, delivering empathetic and accurate support. You will troubleshoot AI output quality, login, REST API, error log and authentication issues, escalate complex problems, document interactions, and help refine FAQs and knowledge base articles while working across departments.

Requirements

• 3+ years in technical support providing premium support to large enterprise customers for AI-driven products
• Strong problem-solving skills
• Excellent organisational skills
• Strong written and verbal communication
• Understanding of APIs and ability to explain them
• Familiarity with customer support tools and CRM systems; Intercom a plus
• Availability for on-call rotation including nights, weekends and holidays

Responsibilities

• Serve as first point of contact for customer support inquiries
• Manage multiple competing priorities
• Troubleshoot AI output quality, app login, REST APIs, error logs, and authentication/token issues
• Ensure coverage and follow-through during assigned shifts
• Collaborate with team members and escalate complex issues
• Document customer interactions and feedback
• Work with other departments to resolve customer issues
• Stay informed of new product features
• Develop and refine support processes, FAQs and knowledge base articles

Benefits

• Equity