Technical Customer Support Representative

Job description:

Experience

0–4 years in Customer Support / Customer Success / Technical Support

(Strong freshers with relevant AI exposure may be considered)

Role Overview

We are seeking a client-focused Technical Customer Support professional who can actively guide, assist, and support customers in using our Software. This role emphasizes hands-on client interaction, understanding customer requirements, and ensuring a smooth, seamless, and satisfying customer experience while using AI tools such as ChatGPT.

The ideal candidate will be comfortable guiding clients step-by-step, resolving doubts, and ensuring customers are able to use the platform efficiently without friction.

Key Responsibilities

Client Guidance & Support

Guide clients through platform features, workflows, and functionalities

Help customers frame and refine AI prompts based on their specific needs

Assist clients in understanding AI-generated outputs and how to use them effectively

• Provide continuous guidance to ensure a seamless end-to-end customer experience
• Act as a primary point of contact for client queries and usage-related support

Technical & Product Support

• Handle customer queries via chat, email, and calls in a clear and professional manner
• Troubleshoot platform-related issues and provide timely resolutions
• Explain technical or AI-related concepts in simple, easy-to-understand language
• Identify recurring issues and coordinate with internal product or engineering teams

Customer Experience & Enablement

• Ensure customers face minimal friction while using the platform
• Proactively support clients during onboarding and ongoing usage
• Collect customer feedback and relay insights to internal teams
• Contribute to creating support documents, guides, FAQs, and onboarding materials
• Work towards improving overall customer satisfaction and retention

Required Skills & Qualifications

• Hands-on experience with AI platforms such as ChatGPT or similar tools
• Strong customer-handling and problem-solving skills
• Excellent written and verbal communication skills
• Good logical reasoning and analytical thinking
• Ability to understand customer requirements and provide clear guidance
• Comfortable working in a fast-paced startup environment

Preferred / Plus Skills

Basic knowledge of programming languages (Python, JavaScript, etc.)

Familiarity with SaaS platforms, APIs, or automation tools

Experience with customer support or CRM tools

• Interest or experience in prompt engineering or AI-based workflows

What Success Looks Like in This Role

• Customers experience smooth and uninterrupted platform usage
• Faster resolution of customer queries
• High customer satisfaction and positive feedback
• Effective collaboration between customers and internal teams