Technical Support Consultant • Mid-Level

Who you are

You have 1-3 years of experience in the customer service industry, ideally within SaaS or hardware-related sectors — you understand the importance of customer satisfaction and operational efficiency metrics like CSAT and SLAs. You possess a data-driven mindset and can independently diagnose product-related issues, ensuring that you provide effective solutions to customers.

Your familiarity with CRM and ticketing systems, particularly Zendesk, allows you to navigate technical support challenges efficiently. You are comfortable guiding BPO Tier 1 agents on standard tech cases, ensuring they have the knowledge and resources to assist customers effectively. Your entrepreneurial spirit and sense of ownership help you adapt to the fast-paced work environment at Plaud.

What you'll do

In this role, you will troubleshoot escalated issues, including hardware faults, account errors, and AI feature malfunctions — your expertise will be crucial in liaising with product and R&D teams for issue resolution and feedback. You will participate in technical QA audits, identifying improvement opportunities that enhance the overall customer experience.

You will also support the FAQ and knowledge base updates for self-help, ensuring that customers have access to the information they need to resolve issues independently. Your contributions will help improve the efficiency of the support team and enhance customer satisfaction.

What we offer

Plaud is committed to fostering an inclusive work environment where all employees feel valued and empowered. We offer competitive compensation and opportunities for professional growth within the company. You will be part of a dynamic team that values collaboration and innovation, allowing you to make a meaningful impact in your role.

Join us at Plaud, where your skills and dedication will help shape the future of customer support in the tech industry.