Customer Support Associate (Email & Chat Support)

About:

XTEN-AV is the worlds first and only AI powered professional AV design platform which automates multiple types of drawings and documents which lets AV designers, integrators and manufacturers replace legacy methods of design & documentation and increase their efficiency and productivity by 10X

Position Overview:

We are seeking a dedicated and proactive Customer Support Associate to join our team for the night shift. As a Customer Support Associate, you will be responsible for assisting our customers via chat and email during overnight hours, ensuring their inquiries and concerns are addressed promptly and effectively.

Key Responsibilities:

Respond to customer inquiries and resolve issues via chat and email during night shift hours.

Provide personalized assistance to customers, offering solutions and guidance tailored to their needs.

Troubleshoot technical issues and escalate complex cases to the appropriate department, if necessary.

Ensure timely and accurate documentation of customer interactions and resolutions.

Collaborate closely with other team members to ensure seamless customer support operations.

Stay up-to-date on product/service knowledge to provide accurate information and assistance to customers.

Identify opportunities for process improvement and contribute to the enhancement of customer support procedures.

Requirements:

Previous experience in customer support or a related field is preferred.

Excellent written communication skills with a strong command of English.

Ability to multitask and prioritize tasks effectively in a fast-paced environment.

Strong problem-solving skills and attention to detail.

Comfortable working independently during night shift hours.

Familiarity with customer support software and ticketing systems is a plus.

Flexibility to adapt to changing schedules and work occasional weekends or holidays.

Benefits:

Competitive salary

Paid time off

Training and development opportunities

Supportive team environment