Technical User Operations Specialist – Weekend Coverage
Harvey
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $94,000 - $126,000 per year
About the role
- Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs).
- Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts.
- Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience.
- Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support.
- Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles).
- Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.
Requirements
- 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.
- Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences.
- Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.
- Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively.
- Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly.
- Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.
- Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment.
- Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices.
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportAPI troubleshootingproblem-solvingcritical thinkingcustomer supportwhite-glove supportAI-driven productsdocumentationproduct knowledgeprocess improvement
Soft Skills
empathycommunication skillstrust buildingadaptabilityorganisationcollaborationcreativityresponsivenessreliabilityaccountability