Technical Support Analyst – Chat Support

Posted 3 months ago

We are looking for a Technical Support Analyst – Chat Support to join our team in delivering real-time, high-quality customer support via chat. You’ll play a key role in assisting users with onboarding, billing, platform navigation, and basic technical troubleshooting. The ideal candidate has strong multitasking skills, a customer-first mindset, and a foundational understanding of cloud computing or AI platforms. This role supports our mission to make GPU services and AI tools accessible to all by ensuring a seamless customer experience.

This is a full-time remote position with rotating shifts and weekend availability required.

Duties and Responsibilities:

Provide prompt and efficient customer service via live chat, handling multiple interactions at once.
Assist users with account setup, onboarding, billing questions, and navigating the platform.
Help users select the best services based on their needs and provide basic cost estimates.
Maintain clear and empathetic communication while managing expectations on issue resolution timelines.
Understand and explain the basics of serverless cloud computing, AI inference, and user access management.
Perform basic troubleshooting using internal tools and diagnostic dashboards.
Escalate technical issues to Level 2 support or Engineering as needed, following established protocols.
Log all interactions and resolutions in Zendesk or similar CRM platforms.
Contribute to internal FAQs and knowledge base content for efficiency and clarity.
Simplify technical concepts for non-technical users.
Maintain a high customer satisfaction score (CSAT), targeting 98% or higher.
Collaborate with the support and product teams to improve the user experience.

Requirements

Minimum of 1 year experience in a customer or technical support role, preferably in SaaS, cloud services, or AI-related platforms
Previous experience in a high-volume startup environment is a plus
Basic understanding of SSH, Linux, and SQL scripting
Working knowledge of Docker and containerized applications
Familiarity with cloud platforms, user and access management, and AI inference basics
Strong written communication skills with the ability to simplify technical concepts
High multitasking ability to manage several chat conversations simultaneously
Experience using CRM, ticketing, and support tools such as Zendesk and Discord
Problem-solving mindset with a proactive approach to resolving customer concerns
Flexibility to work in rotating shifts and on weekends