AIS Tech Support Agent

This is a fully remote position, open to applicants in Vietnam, +1 more country.

📋 Description

• Deliver prompt and professional technical support to customers primarily through email, with phone and chat as additional communication channels.

• Work collaboratively with internal teams to escalate and resolve intricate issues.

• Reach out proactively to contributors regarding identified issues to enhance performance and reduce outage risks.

• Oversee the overall health of the AIS Network utilizing observability tools and alerting systems.

• Maintain and update records of station owners while ensuring the integrity of related data.

• Offer suggestions and ideas for enhancements based on interactions within the community.

• Manage logistics and operational challenges.

• Moderate user discussions and content, including evaluating photos, to foster a respectful and safe community atmosphere.

• Address and resolve conflicts or issues arising within the community.

⛳️ Requirements

• A minimum of 2 years of experience in a technical support position, ideally within a SaaS or software setting.

• Exceptional written and verbal English skills, with the ability to convey technical information clearly and succinctly to both technical and non-technical audiences.

• Familiarity with AIS, radio systems, or related technologies.

• Knowledge of Linux and Windows operating systems.

• Practical experience in troubleshooting technical issues with a systematic approach to problem-solving.

• Solid understanding of networking principles, including TCP/IP, firewalls, and connectivity.

• Basic understanding of photography.

• Experience with Intercom and Salesforce platforms.

• Capability to take ownership of issues and see them through to resolution.

• Ability to merge technical problem-solving with empathy and a genuine desire to assist others.

• Clear and professional communication skills, particularly when discussing technical matters.

• Proactive mindset in identifying potential problems.

• Willingness to learn new technologies and explore unfamiliar issues.

• Strong ability to build positive relationships with customers, station owners, and community members, even in challenging circumstances.

🏝️ Benefits

• Full-time employment.

• Equal opportunity employer.

• Fair, inclusive, and diverse work environment.