Technical Support Representative

🕒 Julho 27

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Aidey

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2017

🤝 B2B

🤖 Inteligência Artificial

🏢 Corporativo

B2B • Artificial Intelligence • Enterprise

A Aidey é um BPO com foco em IA que fornece serviços de human-in-the-loop para empresas, oferecendo a inteligência humana de última milha que apoia modelos de IA e processos voltados para o cliente. A empresa opera 24/7/365 e combina pipelines impulsionados por IA (para recrutamento, controle de qualidade, previsão, marketing e operações) com revisão humana sênior para gerenciar a experiência do cliente, suporte técnico (nível 1–3), sucesso do cliente, operações de back-office (rotulagem de dados, moderação, revisão RLHF, operações financeiras) e vendas. A Aidey se integra com CRMs e ferramentas de helpdesk comuns, promete uma integração rápida de 10 dias para um banco de reserva ativo, e atende verticais incluindo SaaS & IA, e-commerce, hospitalidade & viagens, fintech, varejo e gaming. A empresa promove operações remotas (base nas Filipinas), alega melhora no CSAT e nos tempos de resposta para clientes, e tem cobertura na imprensa em meios de tecnologia/negócios.

Descrição

• Respond to customer inquiries through email, chat, and ticketing platforms • Troubleshoot technical issues related to software platforms, websites, and integrations • Review HTML and CSS to identify display, formatting, or implementation issues • Reproduce reported issues and document findings for escalation when necessary • Work closely with Product, Engineering, and Customer Success teams to resolve customer concerns • Investigate root causes and provide clear, actionable solutions to customers • Maintain accurate records of customer interactions and technical resolutions • Monitor support queues and ensure service level agreements are met • Create and update internal documentation, troubleshooting guides, and knowledge base articles • Identify recurring issues and provide recommendations for process or product improvements • Assist customers with platform setup, configuration, and best practices • Deliver a high-quality customer experience while maintaining strong technical accuracy

🎯 Requisitos

• Excellent English communication skills: verbal, written, and reading • Previous experience supporting SaaS, eCommerce, or web-based platforms • Strong troubleshooting and problem-solving skills • Working knowledge of HTML and CSS • Experience using ticketing systems such as Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, or similar platforms • Ability to investigate technical issues and clearly explain solutions to customers • Strong attention to detail and documentation skills • Ability to work independently in a remote environment • Experience supporting Shopify, BigCommerce, WooCommerce, Magento, or similar eCommerce platforms (Nice-to-Have) • Familiarity with browser developer tools and website troubleshooting (Nice-to-Have) • Basic understanding of APIs, integrations, and web applications (Nice-to-Have) • Experience working with customer success or implementation teams (Nice-to-Have) • Exposure to JavaScript or other web technologies (Nice-to-Have)

🏖️ Benefícios

• Competitive salary of 360000-840000 PHP annually • Fully remote, long-term opportunity • Stable full-time schedule • Clear processes and structured work • Opportunity to grow into higher-level roles