Technical Customer Support - United States

As a Technical Customer Support Specialist at ElevenLabs, your primary responsibilities will include promptly resolving customer support tickets, diagnosing and troubleshooting technical issues related to our platform, and continuously updating documentation for our help center. You will also collaborate with product and engineering teams to relay customer feedback and support our enterprise clients with their ongoing success.

To qualify for the Technical Customer Support position at ElevenLabs, candidates should have 2-3 years of experience in a similar role, ideally in a SaaS environment. Proficiency in troubleshooting technical issues related to APIs and coding is essential. Familiarity with GCP, BigQuery, and an understanding of GoogleSQL/SQL is a plus, along with robust communication skills and the ability to work autonomously in a remote setting.

An ideal Technical Customer Support Specialist at ElevenLabs will be detail-oriented and possess strong analytical skills. Effective communication is crucial, ensuring you're able to articulate complex technical solutions clearly to clients. Additionally, being self-driven and adaptable in a fast-paced startup environment is vital to thrive in this role.

At ElevenLabs, the work environment for a Technical Customer Support Specialist is fully remote and highly collaborative. You'll be part of a diverse team working across various time zones, allowing for flexible communication and shared goals. We prioritize innovation and autonomy, meaning you'll have the freedom to experiment and deliver high-quality support while contributing to a global mission.

ElevenLabs supports the professional growth of its Technical Customer Support Specialists by fostering a culture of continuous learning and innovation. You will have the opportunity to collaborate with experts in AI, participate in rapid experimentation projects, and shape your path within the company. We value talent over location, enabling you to thrive in a structured remote-first work environment.

When answering this question, provide specific examples of technical issues you've resolved in the past. Highlight your familiarity with APIs, coding languages, and the tools you've used, such as GCP. Illustrate how you approached the problem, your process for finding a solution, and the impact it had on customer satisfaction.

In your response, showcase your organizational skills and strategies for prioritizing tasks based on urgency and customer impact. Discuss any tools or methods you use to track progress and ensure timely resolutions, highlighting the importance of maintaining high-quality support throughout.

Reflect on a challenging customer interaction you've had, explaining how you maintained professionalism and empathy. Emphasize your ability to listen actively, understand the customer's concerns, and follow up with solutions, demonstrating your commitment to excellent customer service.

Articulate your passion for solving technical problems and helping clients achieve success. Discuss how this role aligns with your interests in AI and audio technology, and how it allows you to contribute positively to customer experience and satisfaction.

Prepare a simple explanation of a technical concept relevant to the job, such as APIs or coding basics. Outline how you would break it down into relatable terms, using analogies or examples that a non-technical person can understand, showcasing your communication skills and ability to adapt your language to suit your audience.

Discuss your strategies for staying informed, such as reading industry blogs, participating in webinars, and attending relevant conferences. Additionally, share how you apply new knowledge in your work, demonstrating your commitment to continuous learning and improvement.

List the specific tools and software you have experience with that are relevant to the Technical Customer Support role, such as GCP, BigQuery, SQL, or issue tracking software. Explain how you've utilized these tools to enhance your support processes and overall customer experience.

Provide a detailed account of a situation where you had to acquire a new technical skill under pressure. Discuss the steps you took to learn and apply the skill, and the outcome of that effort, all of which showcases your adaptability and commitment to personal growth.

Explain your thorough process for reviewing existing documentation, gathering feedback from clients, and collaborating with team members to identify necessary updates. Highlight the importance of clear, concise documentation for enhancing user experience and ensuring effective support.

Discuss essential qualities such as strong communication skills, self-motivation, adaptability, and the ability to collaborate effectively across time zones. Share personal examples of how you embody these qualities or how you've witnessed their importance in successful remote teams.