Technical Customer Support Specialist

Elevenlabs·Remote(Australia)
Support
Excel

WFA Digital Insight

The demand for technical customer support specialists with AI expertise is on the rise, with a 25% growth in the last year alone. As a key player in the AI research and product space, Elevenlabs is looking for talented individuals to join their team. With a strong focus on innovation and excellence, this company is an attractive choice for those seeking a challenging and rewarding career. Candidates should be prepared to showcase their technical skills, particularly in Excel, and their ability to work in a fast-paced, autonomous environment. Before applying, it's essential to understand the company's commitment to AI-driven solutions and its impact on the customer support experience.

Job Description

About the Role

The Technical Customer Support Specialist will be the primary point of contact for Elevenlabs' enterprise and B2B customers, providing technical support and resolving complex issues. This role requires a unique blend of technical expertise, excellent communication skills, and a passion for AI-driven solutions. As a key member of the customer support team, you will be responsible for ensuring seamless customer experiences, identifying areas for improvement, and collaborating with cross-functional teams to drive product enhancements. The ideal candidate will have a strong technical background, with experience in supporting AI-powered products and services. You will be working closely with the development team to resolve technical issues, provide feedback, and contribute to the continuous improvement of the product. Elevenlabs is committed to creating a culture of innovation and excellence, and this role is no exception. As a Technical Customer Support Specialist, you will be expected to embody the company's values of high-velocity, impact-driven work, and a passion for AI-first solutions.

What You Will Do

  • Provide technical support to enterprise and B2B customers, resolving complex issues and ensuring seamless customer experiences
  • Collaborate with cross-functional teams, including development, product, and sales, to drive product enhancements and improvements
  • Develop and maintain a deep understanding of Elevenlabs' products and services, including the ElevenAgents platform and API
  • Communicate technical information to non-technical stakeholders, including customers and internal teams
  • Identify areas for improvement and contribute to the development of new features and enhancements
  • Work closely with the development team to resolve technical issues and provide feedback
  • Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides
  • Participate in training and professional development opportunities to stay up-to-date with the latest technologies and trends
  • Collaborate with the customer success team to ensure customer satisfaction and retention

What We Are Looking For

  • 2+ years of experience in technical customer support, preferably in an AI-powered product or service environment
  • Strong technical skills, including Excel and experience with AI-driven solutions
  • Excellent communication and interpersonal skills, with the ability to communicate complex technical information to non-technical stakeholders
  • Experience working in a fast-paced, autonomous environment, with a strong focus on innovation and excellence
  • Strong problem-solving skills, with the ability to diagnose and resolve complex technical issues
  • Experience working with cross-functional teams, including development, product, and sales
  • Strong understanding of customer support principles and practices, including customer experience and satisfaction
  • Experience with knowledge base software and technical documentation

Nice to Have

  • Experience working with AI-powered chatbots and conversational interfaces
  • Knowledge of programming languages, including Python or Java
  • Experience with project management tools, including Asana or Trello
  • Certification in customer support or a related field

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a cutting-edge AI-powered product and service
  • Collaborative and dynamic work environment, with a strong focus on innovation and excellence
  • Professional development opportunities, including training and certification programs
  • Flexible working hours and remote work options
  • Access to the latest technologies and tools, including AI-powered software and hardware
  • Annual company offsite and social travel opportunities
  • Co-working stipend for remote workers
  • Discretionary stipend for professional development and learning

How to Stand Out

  • Make sure to highlight your technical skills, particularly in Excel, and your experience with AI-driven solutions in your application.
  • Showcase your excellent communication and interpersonal skills, with a focus on communicating complex technical information to non-technical stakeholders.
  • Be prepared to provide specific examples of your experience working in a fast-paced, autonomous environment, and your ability to diagnose and resolve complex technical issues.
  • Research the company's products and services, including the ElevenAgents platform and API, to demonstrate your interest and knowledge.
  • Prepare to discuss your experience working with cross-functional teams, including development, product, and sales, and your ability to collaborate and drive product enhancements.
  • Consider creating a portfolio or examples of your technical documentation and knowledge base articles to showcase your skills.
  • Be prepared to negotiate your salary and benefits package, and to discuss your long-term career goals and expectations.

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