Technical Support Representative at miniExtensions
Join us as a Technical Support Representative—your empathy and initiative will help shape outstanding customer experiences while enhancing our AI-powered support system.
Your Role:
You’ll be the frontline ambassador for miniExtensions, engaging with customers through calls, chat, and email to solve problems, answer questions, and maximize their product experience. A key part of your role involves refining our AI support agent—analyzing responses, correcting errors, and fine-tuning its effectiveness.
This is a remote position, but you’ll need to align with the Pacific time zone (UTC-7/-8), working Monday to Friday, 9AM–5PM, with some flexibility. Location doesn’t matter as long as you can commit to these hours.
We provide competitive compensation and seek a long-term team member.
Your Responsibilities:
- Respond to customer inquiries via email, chat, and video calls
- Diagnose and resolve technical issues with clear guidance
- Continuously refine AI-generated support responses for accuracy and clarity
- Escalate critical issues and feature requests to the product team
- Improve help documentation and self-service resources
- Create instructional product videos
- Assist in testing new releases
Ideal Candidate:
- Exceptional written and spoken English skills
- Problem-solving mindset with a focus on customer satisfaction
- Self-driven, able to make data-backed decisions independently
- Technically adept with software products
- Experience with AI/automated support systems is a bonus (not mandatory)
How We Hire:
- Submit your application
- Shortlisted candidates receive a practical challenge
- Successful applicants proceed to one or two interview rounds