
Technical Support Specialist
hace 4 días
Company Overview
">Verne is a cutting-edge technology company that empowers photographers to succeed with its innovative platform.
Job Description
">As a Customer Experience Technician at Verne, you will be at the forefront of delivering exceptional support to photographers. Your role combines hands-on customer support, workflow optimization, and technical problem-solving—with a focus on automation and AI-driven efficiencies.
">Key Responsibilities:
">- ">
- Customer Support (75%):">
- ">
- Maintain a 90%+ CSAT score while handling at least 100-150 tickets per week with a fast first response time.">
- Troubleshoot and resolve customer issues with clarity and efficiency.">
- Technical Troubleshooting & Process Optimization:">
- ">
- Identify recurring customer pain points and propose scalable solutions.">
- Collaborate with internal teams to advocate for customer needs.">
- Technical & Automation (25%):">
- ">
- Automate & Optimize Support Workflows: Identify inefficiencies and implement automation-driven solutions to enhance the customer experience.">
- Regularly research and improve chatbot performance, reducing drop-off rates and enhancing AI responses.">
- Payment & Cashout Process Support: Ensure the failed payment process is fully automated within 30 days through automation and proactive support.">
- Cashout Processing Efficiency: Ensure the cashout process is fully automated within 60 days.">
- Duplicate Tickets – Actively contribute to Help Desk ticket automation to reduce repeat inquiries.">
Continuous Improvement & Innovation:
">- ">
- Proactively seek out ways to streamline and scale the support experience.">
- Stay ahead of trends in AI, automation, and technical support best practices to improve the company’s customer experience.">
Qualifications:
">- ">
- Proficient in English: Strong written and verbal communication skills to support English-speaking customers.">
- Customer Service Experience: Background in customer support with a focus on satisfaction and issue resolution.">
- Critical Thinking: Ability to analyze situations and make informed decisions independently.">
- Empathy and EQ: High emotional intelligence, with an empathetic, patient, and solution-oriented approach to customer interactions.">
- Tech-Savvy: Comfortable with online platforms, AI, and quickly learning new tools.">
- Team Collaboration: Proven success in working with teams towards common goals.">
- Adaptability: Ability to thrive in dynamic, evolving environments.">
- Initiative and Drive: Demonstrated self-motivation to solve problems and improve processes.">
Bonus Structure:
">The bonus structure includes a discretionary bonus paid out three times a year, providing opportunities for additional compensation based on individual and team performance.
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