Offshore Technical Support Specialist

Position Title: Offshore Technical Support Specialist

Location: Remote / Global

Job Type: Full-Time

Reports To: Elevation Manager

Compensation: $6-9/hour USD (negotiable)

About Us

At KNAK AI Solutions, we’re redefining customer experience by blending cutting-edge 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.

We’re looking for visionaries, innovators, and problem-solvers to join our dynamic and growing team. If you're passionate about transforming customer experiences through technology and strategy, your search ends here.

About The Role

Are you a technical problem-solver with a passion for troubleshooting, automation, and process optimization? Do you thrive in a fast-paced, technical support environment, where every issue is an opportunity to improve efficiency and enhance system performance?

We are looking for a Technical Support Specialist to join our growing team. In this role, you will resolve technical issues, optimize system workflows, and contribute to automation-driven support solutions. You’ll handle complex troubleshooting cases, work with cross-functional teams to improve system efficiency, and ensure smooth integration between customer platforms, CRMs, and automation tools.

As part of the Elevation Team, you will play a crucial role in system diagnostics, data-driven troubleshooting, and workflow enhancements, ensuring seamless user experiences across multiple platforms.

Key Responsibilities

Technical Support & Troubleshooting

• Diagnose and resolve technical issues across multiple platforms, including CRM systems, ticketing platforms, API integrations, and automation tools.
• Investigate and escalate system errors, API failures, and data discrepancies, ensuring timely resolution of technical challenges.
• Provide Tier 1 and Tier 2 technical support for automation-related incidents, including chatbot workflows, system integrations, and backend tools.
• Perform root cause analysis (RCA) on recurring technical issues, identifying patterns and implementing long-term fixes.
  
  

System Optimization & Automation Management

• Work with automation tools (e.g., Zapier, Make, RPA platforms) to enhance workflows, reduce manual workloads, and improve process efficiency.
• Assist in developing, testing, and deploying automation solutions to enhance system functionality.
• Optimize ticketing workflows and routing rules, leveraging AI-driven tools to streamline response handling and issue resolution.
• Monitor system health metrics and performance indicators, ensuring optimal uptime and efficiency.
  
  

Process Improvement & Knowledge Management

• Identify and document recurring technical issues, contributing to an internal knowledge base for more efficient troubleshooting.
• Develop troubleshooting guides, FAQs, and SOPs to improve team efficiency and reduce resolution times.
• Collaborate with product, engineering, and IT teams to enhance system functionalities and prevent recurring issues.
• Train and assist end-users in adopting new technical tools and workflows, improving efficiency across teams.
  
  

Qualifications

• Qualifications & Skills Required ✔ Technical Problem-Solving – Strong analytical and troubleshooting skills, with experience in diagnosing system and integration issues.
  
  

✔ Experience with CRM & Ticketing Systems – Familiarity with Zendesk, HubSpot, Gorgias, Kustomer, or similar platforms.

✔ Basic API & Automation Knowledge – Understanding of webhooks, API requests, Zapier, Make, or other automation platforms is preferred.

✔ Data-Driven Troubleshooting – Ability to use analytics tools to track, diagnose, and prevent technical issues.

✔ Process Optimization Mindset – Strong understanding of workflow automation, ticket routing, and efficiency-driven support.

✔ Communication & Documentation – Ability to translate complex technical issues into clear documentation and user-friendly solutions.

✔ Self-Starter & Adaptable – Comfortable working remotely in a fast-paced, evolving technical support environment.

Preferred (But Not Required) Skills

• Experience with RESTful APIs, JSON parsing, and API-based integrations.
• Basic knowledge of SQL, database queries, or scripting for troubleshooting.
• Familiarity with ITIL frameworks, incident management, and service-level agreements (SLAs).
• Experience in AI-driven support solutions (e.g., chatbot workflows, NLP-based ticketing automation).
  
  

Key Attributes

• Empathetic Communicator – You connect with customers on a human level, making them feel heard and valued.
• Proactive Problem-Solver – You anticipate customer needs and address issues before they escalate.
• Detail-Oriented Performer – You manage tasks efficiently without compromising quality.
• Tech-Savvy Innovator – You embrace automation and data-driven solutions to improve customer experience.
• Team Player – You thrive in collaborative environments and contribute to shared success.
  
  

Why Join Us?

At KNAK AI, we invest in your technical growth. As an Offshore Technical Support Specialist, you will:

• Advance Your Skills – Gain expertise in technical troubleshooting, API integrations, automation tools, and system diagnostics.
• Work with Cutting-Edge Technology – Learn and apply AI-driven support solutions, workflow automation, and CRM optimizations.
• Develop Career Progression Pathways – Grow into advanced roles such as Technical Support Engineer, Automation Architect, or Systems Analyst.
• Engage in Mentorship & Training – Participate in structured mentorship programs, technical training workshops, and cross-functional collaborations.
  
  

Compensation And Benefits

• Competitive Salary with opportunities for performance-based increases.
• Flexible Remote Work – Work from anywhere while contributing to a tech-focused, innovative team.
• Professional Development – Access to training programs and mentorship to accelerate your technical expertise.
• Collaborative & Growth-Driven Environment – Be part of a culture of learning, innovation, and continuous improvement.
  
  

To Apply

Submit your resume and a brief cover letter highlighting your experience and why you’re excited to join KNAK AI Solutions. Let’s elevate together!