Technical User Operations Specialist, Weekends

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for customer support inquiries, providing empathetic, precise, and timely solutions for a variety of technical and product-related challenges (including AI output quality, app access, APIs, authentication, and error logs).

• Handle multiple competing priorities while ensuring a high level of responsiveness, reliability, and accountability during designated support shifts.

• Work collaboratively with teammates and cross-functional partners to diagnose complex problems, escalate issues when necessary, and enhance the overall customer experience.

• Maintain an extensive, up-to-date understanding of products, features, and services to deliver informed and current support.

• Record customer interactions, issues, and feedback to facilitate ongoing product, process, and support material improvements (such as FAQs and knowledge base articles).

• Take ownership of tasks independently while thoughtfully contributing to team workflows and the continuous enhancement of support processes.

⛳️ Requirements

• A minimum of 3 years of demonstrated experience in a dynamic technical support role, providing premium or white-glove support to large enterprise customers for AI-driven products.

• Outstanding empathy and communication skills (both written and verbal), with the capability to build trust, connect with customers, and effectively convey complex technical concepts to both technical and non-technical audiences.

• Strong problem-solving and critical-thinking skills, with a creative approach to diagnosing and resolving intricate issues.

• Highly organized and adaptable, capable of effectively managing multiple tasks and competing priorities.

• Solid understanding of APIs, with the capacity to troubleshoot and clearly articulate API-related concepts.

• Proficient in customer support tools and CRM systems.

• A collaborative team player who fosters positive cross-functional relationships while effectively contributing in a shared environment.

• A demonstrated enthusiasm for learning and continuous improvement, with a commitment to staying abreast of industry trends and best practices.

🏝️ Benefits

• Structured hybrid working arrangement: 3 days in office, 2 days working from home.

• A comprehensive 4-week onboarding and training program designed to set you up for success from day one.

• Professional development stipend to support your continued learning and growth.

• Opportunities to engage in cross-functional projects and initiatives that affect user operations throughout the company.

• Be part of building something exceptional as we continue to enhance support operations at Harvey.