Remote Technical Support Representative (Full-time contract, 40hr/week) at miniExtensions

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We’re looking for a proactive, empathetic Technical Support Representative to help us deliver exceptional support experiences and continuously improve our AI-driven help system.

About the Role:

As a Technical Support Representative, you’ll be the voice of miniExtensions to our customers. You’ll communicate with users across multiple channels—calls, chat, and email—to answer their questions, resolve issues, and ensure they get the most value from our products. You’ll also play a key role in improving our AI support agent by analyzing its responses, detecting and correcting mistakes, and refining its performance over time.

We work in the Pacific time zone (UTC-7/-8), and you'd be expected to work from 9AM to 5PM from Monday to Friday, with some flexibility. As long as you are willing to work in our time zone, you can be anywhere in the world.

We offer a competitive rate and are looking to fill this position long-term

What You’ll Do:

Answer customer questions via email, chat, and scheduled video calls
Troubleshoot issues and guide customers toward effective solutions
Constantly review, correct, and optimize the AI support agent’s answers to ensure accuracy and helpfulness
Escalate issues and feature requests to our product team as needed to improve our platform long-term
Identify and rectify deficiencies in our help docs and other self-serve resources
Record how-to videos for our products
Help test new releases

What We’re Looking For:

Excellent English communication skills, both written and verbal
Strong problem-solving abilities and a customer-first mindset
Comfortable working independently and making decisions based on data and user feedback
Strong technical understanding of software products
Experience working with or improving AI or automated support systems is a plus (but not required)

Hiring process:

You apply.
If we're interested, we'll send you a challenge to complete.
If we think you might be a good fit, we'll schedule an interview, with a potential second interview later.