[Hiring] Customer Support Specialist @WOW Remote Teams

Role Description

This is a remote position. Our client is looking for a Customer Support Specialist to provide responsive, human-centered support for customers using a cloud-based AI agent platform during overnight Pacific Time hours. This role is ideal for someone who combines strong customer service skills with technical curiosity and enjoys solving software-related problems.

• Learn the platform thoroughly, including its functionality, workflows, features, common user questions, and frequent technical issues.
• Provide live human support to customers during overnight Pacific Time hours.
• Handle customer escalations when users request assistance from a person rather than continuing with AI-powered chat support.
• Investigate and troubleshoot software and platform-related problems.
• Respond clearly and professionally to technical and non-technical customer questions.
• Assist with questions or scenarios that are not yet documented in the company's existing FAQ or support resources.
• Identify recurring customer issues and communicate useful patterns or insights to the broader team.
• Take ownership of customer concerns and proactively work toward appropriate resolutions.
• Maintain clear, accurate, and professional written communication throughout customer interactions.
• Collaborate with the daytime support team to help ensure continuity between shifts.
• Develop enough product knowledge to independently guide customers through common platform challenges.

Qualifications

• Prior experience supporting SaaS platforms, software products, cloud technologies, or other technical products is strongly preferred.
• Experience handling customer escalations and troubleshooting issues independently is highly valuable.
• Familiarity with customer support platforms, ticketing systems, live chat tools, or knowledge bases is beneficial.
• Basic understanding of cloud computing, AI products, APIs, virtual machines, or developer tools is a plus.
• Strong ability to learn new technology quickly without requiring constant supervision.
• Customer-focused mindset with strong attention to detail.
• Comfortable working independently during hours when the client's primary team may not be immediately available.

Requirements

• Advanced English proficiency, both written and spoken.
• Availability to work full-time during overnight Pacific Time (PT/PST) hours.
• Previous experience in customer support, technical support, IT support, SaaS support, or a similar customer-facing role.
• Comfortable learning and supporting software-based or technical products.
• Strong troubleshooting and problem-solving abilities.
• Ability to explain technical information clearly to customers with different levels of technical knowledge.
• Proactive, resourceful, and self-directed approach to work.
• Strong communication and interpersonal skills.
• Ability to remain responsive and dependable throughout the assigned shift.
• Reliable computer, internet connection, and dedicated remote workspace suitable for overnight work.

Benefits

• Full-time position.
• 100% remote opportunity.
• Opportunity to work with a fast-moving technology company in the AI and cloud computing space.
• Hands-on exposure to emerging AI agent technology and cloud infrastructure.