What are the responsibilities and job description for the US-Based Technical Support Specialist position at KNAK AI?

Position Title : Technical Support Specialist

Location : United States (Remote)

Job Type : FullTime

Reports To : Elevation Manager

Compensation : $20 / hour USD (negotiable)

About Us

At KNAK AI Solutions were redefining customer experience by blending cuttingedge technology with human empathy. Our mission is to elevate every interaction into a meaningful and impactful experience for our clients and their customers. Through Elevation Engineering we transform customer service from a cost center into a strategic powerhouse by integrating Automation Intelligence with personalized human engagement.

Were looking for visionaries innovators and problemsolvers to join our dynamic and growing team. If youre passionate about transforming customer experiences through technology and strategy your search ends here.

About the Role

Are you a technical problemsolver with a strong customerfocused approach Do you have experience troubleshooting software system integrations and automation workflows while providing realtime phone support

We are looking for a Technical Support Specialist to join our team with a specific focus on supporting Optigo via phone email and chat. In this role youll handle Tier 1 and Tier 2 technical issues provide platform and workflow support and contribute to automation and process optimization. You will troubleshoot system errors optimize workflows and collaborate with crossfunctional teams to enhance operational efficiency.

As a key technical resource you will work on CRM system support API integrations and automationdriven support solutions ensuring smooth ticket management system stability and customer satisfaction.

Phone support for Optigo is required in this role. Candidates must be comfortable handling technical inquiries over the phone.

Key Responsibilities

Technical Support & Troubleshooting

Provide realtime phone support for Optigo customers assisting with troubleshooting system navigation and technical inquiries.
Diagnose and resolve technical issues related to ticketing platforms API integrations workflow automation and system configurations.
Provide Tier 1 and Tier 2 technical support including root cause analysis system diagnostics and issue resolution.
Escalate complex technical issues to engineering teams when necessary ensuring proper documentation and handoff.
Manage technical support tickets within CRM and ticketing platforms prioritizing and tracking issue resolution.
Monitor system performance metrics and troubleshoot API failures automation errors and system discrepancies.

System Optimization & Automation Support

Leverage automation tools (e.g. Zapier Make RPA platforms) to improve workflow efficiency and reduce manual workload.

Assist in testing and deploying automation solutions ensuring optimal system performance.

Optimize ticketing workflows and routing rules integrating AIdriven tools for more efficient resolution.

Provide recommendations on system enhancements and best practices to improve operational support.

Process Improvement & Documentation

Create and maintain troubleshooting guides FAQs and internal SOPs ensuring knowledge is welldocumented.

Develop userfriendly documentation to improve technical issue resolution and selfservice adoption.

Collaborate with product engineering and IT teams to enhance system functionalities and prevent recurring issues.

Support training initiatives for internal teams ensuring best practices are shared and adopted.

Qualifications

Phone Support Experience Must be comfortable handling technical support calls particularly for Optigo customers.

Technical ProblemSolving Strong diagnostic and troubleshooting skills with experience in system analysis and issue resolution.

CRM & Ticketing Systems Expertise Experience with Zendesk HubSpot Gorgias Kustomer or similar platforms.

Basic API & Automation Knowledge Familiarity with webhooks API requests and workflow automation platforms (Zapier Make etc.) is preferred.

Strong Analytical & Data Skills Ability to interpret technical logs system errors and performance reports to identify trends and implement fixes.

Process Optimization Mindset Ability to streamline workflows automate repetitive tasks and enhance technical support processes.

Clear Communication & Documentation Strong ability to translate technical issues into userfriendly solutions for internal and external users.

SelfStarter & Adaptable Ability to work independently in a fastpaced environment while managing multiple priorities.

Preferred (But Not Required) Skills

Experience with RESTful APIs JSON parsing and APIbased integrations.

Basic knowledge of SQL database queries or scripting for troubleshooting.

Familiarity with ITIL frameworks incident management and servicelevel agreements (SLAs).

Experience in AIdriven support solutions (e.g. chatbot workflows NLPbased ticketing automation).

Key Attributes

Empathetic Communicator You connect with customers on a human level making them feel heard and valued.

Proactive ProblemSolver You anticipate customer needs and address issues before they escalate.

DetailOriented Performer You manage tasks efficiently without compromising quality.

TechSavvy Innovator You embrace automation and datadriven solutions to improve customer experience.

Team Player You thrive in collaborative environments and contribute to shared success.

Why Join Us

At KNAK AI we believe in investing in our team. As a Technical Support Specialist you will have the opportunity to :

Expand Your Technical Skills Gain handson experience with automation platforms API troubleshooting and system diagnostics.

Work with CuttingEdge Technology Apply AIdriven support solutions workflow automation and CRM optimizations.

Develop Career Progression Pathways Grow into advanced roles such as Technical Support Engineer Automation Specialist or Systems Analyst.

Engage in Mentorship & Training Participate in structured mentorship programs technical workshops and crossfunctional collaborations.

Compensation & Benefits

Competitive Salary Starting at $20 / hour with opportunities for growth based on performance and experience.

Flexible Remote Work Work from anywhere in the U.S. while contributing to a techfocused innovative team.

Professional Development Access to certifications training programs and mentorship opportunities.

Collaborative & GrowthDriven Environment Be part of a culture that values learning innovation and technical excellence.

To Apply :

Submit your resume and a brief cover letter highlighting your experience and why youre excited to join KNAK AI Solutions. Lets elevate together!

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full Time

Vacancy : 1

Salary : $20

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