Job Description
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
✔ 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
At KNAK AI, we invest in your technical growth. As an Offshore Technical Support Specialist, you will:
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!
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.
- 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.
- 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 & Skills Required ✔ Technical Problem-Solving – Strong analytical and troubleshooting skills, with experience in diagnosing system and integration issues.
✔ 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).
- 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 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.
- 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.
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!