Technical Support Representative

Full-time

Description

Role Overview

Provide technical and customer support to users of the Lofty platform through email chat and inbound calls. Your role is to resolve issues efficiently guide users on platform usage manage escalations through JIRA and ensure clients receive timely updates until resolution.

Key Responsibilities

• Handle support requests via email chat and phone
• Troubleshoot issues using product knowledge Help Center and Confluence
• Create and manage JIRA tickets for unresolved concerns
• Follow up with clients and internal teams on pending tickets
• Maintain accurate documentation and clear communication
• Assist with upselling add-ons or lead generation solutions when appropriate
• Use AI tools to improve response speed and support efficiency

Requirements

• 13 years of technical support customer support or SaaS support experience
• Strong english communication skills (written and verbal)
• Experience with ticketing systems like JIRA Zendesk or similar
• Ability to multitask across calls chats and emails
• Strong troubleshooting and customer service skills
• Experience supporting US clients is a plus
• AI experience or familiarity with AI tools is a plus but not required

Required Experience:

Unclear Seniority

Employment Type : Full-Time
Experience: years
Vacancy: 1