Aiwyn Customer Support Specialist at Aiwyn providing front-line product support, troubleshooting software issues, and ensuring customer satisfaction. The role involves deep technical analysis and collaboration with development and product teams.
Responsibilities
Provide expert technical support to customers via support ticket, live chat, and phone, troubleshooting software issues and ensuring a seamless user experience.
Assist in the setup, configuration, and optimization of our software for new and existing customers.
Collaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests.
Offer training and guidance to customers on best practices for using our software, via email, chat and virtual meetings.
Manage and prioritize support tickets, ensuring timely and accurate resolutions.
Contribute to the development of support documentation, FAQs, and knowledge base articles.
Qualification
Strong communication skillsAppreciation for data integrity
Required
1-2 years of experience in a technical support, customer support, or technical-adjacent role or completion of a technical bootcamp or equivalent training
Excellent problem-solving skills with a proactive approach to troubleshooting.
Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment.
Experience with structured query language (SQL)
Strong process-oriented mindset with a focus on continuous improvement and operational efficiency
Appreciation for data integrity, with a commitment to maintaining clean, accurate, and well-documented records by following established processes
Preferred
Familiarity with SaaS platforms and cloud-based software solutions.
Experience with customer relationship management (CRM) systems including Zendesk and JIRA.
Strong understanding of accounting principles and experience with accounting or accounts receivable software.
