Technical CX Specialist

Harvey
Singapore
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Communication","Problem-solving","Critical thinking","Organization"]

Provide frontline, technical customer support within the CX team for enterprise customers. Resolve technical and product issues across AI output quality, app access, APIs, authentication, and error logs while managing multiple priorities during support shifts. Collaborate cross-functionally to troubleshoot and escalate complex problems, maintain up-to-date product knowledge, and document interactions to improve FAQs and knowledge base materials.

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FursaFursa
Harvey
Harvey
2 days ago

Technical CX Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Provide frontline, technical customer support within the CX team for enterprise customers. Resolve technical and product issues across AI output quality, app access, APIs, authentication, and error logs while managing multiple priorities during support shifts. Collaborate cross-functionally to troubleshoot and escalate complex problems, maintain up-to-date product knowledge, and document interactions to improve FAQs and knowledge base materials.
Location: Singapore
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Be the first point of contact for technical and product-related support inquiries, delivering accurate and timely resolutions for issues including AI output quality, app access, APIs, authentication, and error logs.
  • •Manage multiple competing priorities while maintaining high responsiveness, reliability, and accountability during support shifts.
  • •Collaborate with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and improve overall customer experience.
  • •Maintain up-to-date knowledge of products, features, and services to provide informed and current support.
  • •Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials such as FAQs and knowledge base articles.

Pay and Benefits

Perks:Remote WorkLearning Budget

Key Requirements

  • •3+ years of experience in fast-paced technical support roles delivering premium/white-glove support to large enterprise customers for AI-driven products.
  • •Excellent empathy and communication skills (written and verbal) to build trust and explain complex technical concepts to technical and non-technical audiences.
  • •Strong problem-solving and critical-thinking skills with a creative approach to diagnosing and resolving complex issues.
  • •Ability to manage multiple tasks and competing priorities while staying highly responsive and accountable during support shifts.
  • •Solid understanding of APIs, plus proficiency with customer support tools and CRM systems.
Experience:EnterpriseAI-driven products
Skills:EmpathyCommunicationProblem-solvingCritical thinkingOrganization
Tech Stack:APIsAuthenticationError logsCRMKnowledge base

Company Brief

Harvey
Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor