Job Description, Responsibilities & Requirements
About the Position
We are seeking a motivated Support Specialist for a Shared Team to provide customer support by phone, email, and chat for a leading AI-first Business Process Outsourcing company.
Responsibilities
- Provide customer support by phone, email, and chat in a timely manner.
- Analyze, triage, and troubleshoot cases that need technical help and ensure that proper troubleshooting steps are done prior to escalation to the right department.
- Be proactive and take initiative in improving work processes.
Requirements
- Excellent English communication skills: verbal, writing, and reading – MUST
- A proven experience in customer support or technical support roles for at least 2 years – MUST
- Experience in supporting point-of-sale systems or property management systems for the hospitality industry – ADVANTAGE
- Experience supporting eCommerce companies that use platforms such as Shopify, WooCommerce, or ShipStation - ADVANTAGE
- Proven knowledge and experience with leading Help Desk software such as Zendesk, Freshdesk, Zoho, and Intercom – ADVANTAGE
- Able to learn quickly and multitask as we are supporting a few clients/accounts simultaneously
- Flexible to work on a shifting schedule - night shifts, overtime, and swing shifts as the team is covering 24/7 support
We Offer
- Fully remote, long-term opportunity
- Work directly with US-based teams
- Rotating Schedule
- Clear processes and structured work
- Opportunity to grow into higher-level roles
About the Company
Aidey is an AI-first Business Process Outsourcing company - the human layer powering the world's most ambitious AI-native companies. We staff the last mile of customer experience, technical success, back-office operations, and sales, operating remotely from the Philippines. Every process we run is designed AI-first and finalized by a senior human, so our clients inherit better quality, faster cycles, and a lower cost base. Trusted by global brands including Nokia and Wix, Aidey is where human intelligence meets machine scale.