Technical Customer Support Specialist - United States

As a Technical Customer Support Specialist at ElevenLabs, your key responsibilities will include diagnosing and resolving technical issues related to our platform, providing excellent customer support, managing documentation, and collaborating with product and engineering teams. You'll be ensuring a seamless user experience and promptly addressing support tickets while also acting as a bridge for customer feedback to inform product enhancements.

To qualify for the Technical Customer Support Specialist role at ElevenLabs, candidates should have 2-3 years of experience in technical customer support, particularly in a SaaS environment. Proficiency in troubleshooting APIs and browser errors is essential, as is familiarity with Google Cloud Platform tools. Ideal candidates should also have a solid understanding of SQL and experience with programming languages such as Python and JavaScript.

For the Technical Customer Support Specialist position at ElevenLabs, strong communication skills, attention to detail, and the ability to work autonomously are vital. Candidates should also demonstrate a collaborative spirit and an analytical mindset, enabling them to thrive in a fast-paced startup environment, while constantly striving for excellence and seeking improvement in customer support processes.

Yes, the Technical Customer Support Specialist role at ElevenLabs is fully remote, allowing you to work from anywhere in the United States. We embrace remote work culture with structured asynchronous workflows that prioritize talent and effectiveness, providing you with the flexibility you need to achieve high performance.

At ElevenLabs, we value continuous growth and innovation. As a Technical Customer Support Specialist, you'll collaborate with AI leaders and be part of a dynamic team where your contributions can significantly impact the company's direction. We also encourage a culture of feedback and learning, ensuring that you have the resources and opportunities to excel in your career.

In my previous roles, I provided support in a SaaS environment, focusing on diagnosing issues with APIs and other integrations. I believe that understanding the intricate details of software helps me assist customers more effectively and ensures a better overall user experience.

I start by gathering all necessary information from the customer, including the steps they took that led to the issue. Then, I look for patterns or commonalities to pinpoint the problem. I like to break down the problem systematically, testing possible solutions, and keeping the customer informed throughout the process.

During challenging interactions, I focus on empathy and active listening. It's crucial to understand the customer's frustrations and validate their feelings. I emphasize finding a solution and maintaining a positive attitude, which can often diffuse tension and lead to a constructive conversation.

Effective time management is essential in technical support. I prioritize tickets based on urgency and complexity, ensuring that I address critical issues first. I also utilize tools to track progress and set reminders, which helps me stay organized and follow up on outstanding requests efficiently.

I have hands-on experience with Google Cloud Platform, particularly with tools like BigQuery and Firestore. My experience includes using GoogleSQL/SQL for querying data. Familiarity with these technologies allows me to understand the backend processes and streamline support for customers facing related issues.

I believe documentation is key to quality customer support. I regularly review feedback from users and collaborate with team members to identify gaps in existing articles. I focus on ensuring clarity and user-friendliness while updating content to reflect new features or changes, which ultimately enhances the customer experience.

I once dealt with a recurring issue where customers faced difficulties integrating our API. After thorough investigation, I discovered a misunderstanding in the setup process. I created a detailed guide and followed up with users, resulting in a significant drop in support tickets related to that issue.

I am genuinely passionate about technology and customer service. The satisfaction of solving problems and the opportunity to make complex technology user-friendly motivates me. I find it rewarding to help users make the most of their tools and ensure they achieve their goals.

I actively follow industry news, read relevant blogs, and participate in webinars and conferences related to AI and audio technology. Additionally, being part of professional networking groups helps me engage with other professionals in the field, sharing insights and staying informed about innovations.

I am excited about the opportunity to work at ElevenLabs because of your commitment to innovation in AI audio solutions. Your values align with mine, and I believe I can contribute positively to the team while growing in an environment that encourages creativity and excellence in customer support.