Technical Support Associate
Core
First-line technical support for enterprise customers on an AI video platform, resolving platform issues via live chat and escalating complex cases.
Role type
First-line technical support associate
Builds
AI video platform for business communication and enterprise skill development
Domain
SaaS / AI / Video technology
Deliverable
client delivery
Required skills
troubleshooting, live chat support, case documentation, issue escalation, root cause analysis, customer communication, ticketing systems, SaaS platforms
Preferred skills
browser troubleshooting, developer tools, SSO concepts, API awareness, log analysis, monitoring platforms
Responsibilities
Provide first-line technical support via live chat, investigate and resolve platform issues, document case details and troubleshooting steps, escalate complex issues with diagnostic details, reproduce issues in internal environments, follow up to ensure customer satisfaction, maintain professional communication, document solutions for knowledge sharing
Seniority
Junior to Mid-level, hands-on IC