Offshore Technical Support Specialist
Offshore Technical Support Specialist
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Job Description
Position Title: Offshore Technical Support Specialist
Location: Remote / Global
Job Type: FullTime
Reports To: Elevation Manager
Compensation: $5/hour USD (negotiable)
About Us
At KNAK AI Solutions were redefining customer experience by blending cuttingedge technology with human empathy. Our mission is to elevate every interaction into a meaningful and impactful experience for our clients and their customers. Through Elevation Engineering we transform customer service from a cost center into a strategic powerhouse by integrating Automation Intelligence with personalized human engagement.
Were looking for visionaries innovators and problemsolvers to join our dynamic and growing team. If youre passionate about transforming customer experiences through technology and strategy your search ends here.
About The Role
Are you a technical problemsolver with a passion for troubleshooting automation and process optimization Do you thrive in a fastpaced technical support environment where every issue is an opportunity to improve efficiency and enhance system performance
We are looking for a Technical Support Specialistto join our growing team. In this role you will resolve technical issues optimize system workflows and contribute to automationdriven support solutions. Youll handle complex troubleshooting cases work with crossfunctional teams to improve system efficiency and ensure smooth integration between customer platforms CRMs and automation tools.
As part of the Elevation Team you will play a crucial role in system diagnostics datadriven troubleshooting and workflow enhancements ensuring seamless user experiences across multiple platforms.
Key Responsibilities
Technical Support & Troubleshooting
- Diagnose and resolve technical issues across multiple platforms including CRM systems ticketing platforms API integrations and automation tools.
- Investigate and escalate system errors API failures and data discrepancies ensuring timely resolution of technical challenges.
- Provide Tier 1 and Tier 2 technical support for automationrelated incidents including chatbot workflows system integrations and backend tools.
- Perform root cause analysis (RCA) on recurring technical issues identifying patterns and implementing longterm fixes.
System Optimization & Automation Management
- Work with automation tools (e.g. Zapier Make RPA platforms) to enhance workflows reduce manual workloads and improve process efficiency.
- Assist in developing testing and deploying automation solutions to enhance system functionality.
- Optimize ticketing workflows and routing rules leveraging AIdriven tools to streamline response handling and issue resolution.
- Monitor system health metrics and performance indicators ensuring optimal uptime and efficiency.
Process Improvement & Knowledge Management
- Identify and document recurring technical issues contributing to an internal knowledge base for more efficient troubleshooting.
- Develop troubleshooting guides FAQs and SOPs to improve team efficiency and reduce resolution times.
- Collaborate with product engineering and IT teams to enhance system functionalities and prevent recurring issues.
- Train and assist endusers in adopting new technical tools and workflows improving efficiency across teams.
Qualifications:
- Qualifications & Skills Required
Technical ProblemSolving Strong analytical and troubleshooting skills with experience in diagnosing system and integration issues.
Experience with CRM & Ticketing Systems Familiarity with Zendesk HubSpot Gorgias Kustomer or similar platforms.
Basic API & Automation Knowledge Understanding of webhooks API requests Zapier Make or other automation platforms is preferred.
DataDriven Troubleshooting Ability to use analytics tools to track diagnose and prevent technical issues.
Process Optimization Mindset Strong understanding of workflow automation ticket routing and efficiencydriven support.
Communication & Documentation Ability to translate complex technical issues into clear documentation and userfriendly solutions.
SelfStarter & Adaptable Comfortable working remotely in a fastpaced evolving technical support environment.
Preferred (But Not Required) Skills
- Experience with RESTful APIs JSON parsing and APIbased integrations.
- Basic knowledge of SQL database queries or scripting for troubleshooting.
- Familiarity with ITIL frameworks incident management and servicelevel agreements (SLAs).
- Experience in AIdriven support solutions (e.g. chatbot workflows NLPbased ticketing automation).
Key Attributes
- Empathetic Communicator You connect with customers on a human level making them feel heard and valued.
- Proactive ProblemSolver You anticipate customer needs and address issues before they escalate.
- DetailOriented Performer You manage tasks efficiently without compromising quality.
- TechSavvy Innovator You embrace automation and datadriven solutions to improve customer experience.
- Team Player You thrive in collaborative environments and contribute to shared success.
Why Join Us
At KNAK AI we invest in your technical growth. As an Offshore Technical Support Specialist you will:
- Advance Your Skills Gain expertise in technical troubleshooting API integrations automation tools and system diagnostics.
- Work with CuttingEdge Technology Learn and apply AIdriven support solutions workflow automation and CRM optimizations.
- Develop Career Progression Pathways Grow into advanced roles such as Technical Support Engineer Automation Architect or Systems Analyst.
- Engage in Mentorship & Training Participate in structured mentorship programs technical training workshops and crossfunctional collaborations.
- Competitive Salary with opportunities for performancebased increases.
- Flexible Remote Work Work from anywhere while contributing to a techfocused innovative team.
- Professional Development Access to training programs and mentorship to accelerate your technical expertise.
- Collaborative & GrowthDriven Environment Be part of a culture of learning innovation and continuous improvement.
Compensation and Benefits:
To Apply:
Submit your resume and a brief cover letter highlighting your experience and why youre excited to join KNAK AI Solutions. Lets elevate together!
Employment Type
Full Time
