Customer Support Specialist

Aiwyn
United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Problem-solving","Communication","Adaptability","Process improvement","Data integrity"]

Provide front-line technical product support to Aiwyn customers via ticket, live chat, and phone. Troubleshoot software issues, handle customer onboarding setup and optimization, and train users on best practices. Investigate complex bugs using database queries, session replays, and network-level logs, then collaborate with development and product teams to resolve issues and improve the product. Maintain support documentation and manage support tickets.

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FursaFursa
Aiwyn
Aiwyn
3 days ago

Customer Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Provide front-line technical product support to Aiwyn customers via ticket, live chat, and phone. Troubleshoot software issues, handle customer onboarding setup and optimization, and train users on best practices. Investigate complex bugs using database queries, session replays, and network-level logs, then collaborate with development and product teams to resolve issues and improve the product. Maintain support documentation and manage support tickets.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide expert technical support to customers via support ticket, live chat, and phone, troubleshooting software issues and maintaining a seamless user experience.
  • •Assist with setup, configuration, and optimization of the software for new and existing customers.
  • •Collaborate with development and product teams to identify, report, and resolve bugs or feature requests.
  • •Investigate issues using database queries, user session replays, and network-level logs, including DNS, mail servers, and third-party integrations.
  • •Manage and prioritize support tickets and contribute to support documentation, FAQs, and the knowledge base.

Pay and Benefits

Perks:Remote WorkPaid LeaveHealth InsuranceVisionDentalHsa/fsaEquity401kTravel Allowance

Key Requirements

  • •1-2 years of experience in technical support, customer support, or a technical-adjacent role, or completion of a technical bootcamp or equivalent training.
  • •Excellent problem-solving skills with a proactive approach to troubleshooting.
  • •Strong communication skills to explain complex technical concepts to non-technical users.
  • •Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment.
  • •Experience with SQL and a process-oriented mindset focused on continuous improvement.
Experience:1-2 yearsSaaS
Skills:Problem-solvingCommunicationAdaptabilityProcess improvementData integrity
Tech Stack:SQLZendeskJIRADatabase queriesUser session replaysNetwork-level logsDNSMail serversOutlookSafeSend

Company Brief

Aiwyn
Provides AI-driven tools to generate original music, vocals, and production for creators, artists, and brands, enabling rapid composition and sonic customization using machine learning models.
Industry: Music Industry
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