US-Based Technical Support Specialist

Position Title: Technical Support Specialist
Location: United States (Remote)
Job Type: Full-Time
Reports To: Elevation Manager
Compensation: $20/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.

Are you a technical problem-solver with a strong customer-focused approach? Do you have experience troubleshooting software, system integrations, and automation workflows while providing real-time 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, you’ll 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 cross-functional teams to enhance operational efficiency.

As a key technical resource, you will work on CRM system support, API integrations, and automation-driven 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.

Technical Support & Troubleshooting

• Provide real-time 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 AI-driven 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 well-documented.
• Develop user-friendly documentation to improve technical issue resolution and self-service 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.

✔ Phone Support Experience – Must be comfortable handling technical support calls, particularly for Optigo customers.
✔ Technical Problem-Solving – 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 user-friendly solutions for internal and external users.
✔ Self-Starter & Adaptable – Ability to work independently in a fast-paced environment while managing multiple priorities.

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).

• 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.

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 hands-on experience with automation platforms, API troubleshooting, and system diagnostics.
• Work with Cutting-Edge Technology – Apply AI-driven 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 cross-functional 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 tech-focused, innovative team.
• Professional Development – Access to certifications, training programs, and mentorship opportunities.
• Collaborative & Growth-Driven 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 you’re excited to join KNAK AI Solutions. Let’s elevate together!

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