Technical Support Specialist

hace 4 días


Caracas, Distrito Federal, Venezuela Verne A tiempo completo

Company Overview

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Verne is a cutting-edge technology company that empowers photographers to succeed with its innovative platform.

Job Description

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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.

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Key Responsibilities:

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  • Customer Support (75%):">
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    • 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.">
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  • Technical Troubleshooting & Process Optimization:">
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    • Identify recurring customer pain points and propose scalable solutions.">
    • Collaborate with internal teams to advocate for customer needs.">
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  • Technical & Automation (25%):">
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    • 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.">
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Continuous Improvement & Innovation:

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  • 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.">
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Qualifications:

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  • 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.">
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Bonus Structure:

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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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