Offshore Technical Support Specialist

Position Title: Offshore Technical Support Specialist

Location: Remote / Global

Job Type: Part-Time to Start (with potential to expand to Full-Time)

Reports To: Team Lead

Compensation: $7–9/hour USD (based on experience and performance alignment)

About Us

At KNAK AI Solutions, we’re redefining customer experience by blending cutting-edge technology with human empathy. Our mission is to elevate every interaction into a meaningful and impactful experience for our clients and their customers. Through Elevation Engineering, we transform customer service from a cost center into a strategic powerhouse by integrating Automation Intelligence with personalized human engagement.

We’re looking for visionaries, innovators, and problem-solvers to join our dynamic and growing team. If you're passionate about transforming customer experiences through technology and strategy, your search ends here.

About The Role

Are you highly detail-oriented, consistent in your execution, and comfortable working within structured support systems? Do you thrive in a fast-paced environment where precision, ownership, and process matter?

We're looking for a Level 1 Technical Support Specialist to join our global remote support team. In this role, you'll be a core contributor to a high-performing, detail-driven group responsible for delivering clear, reliable, and high-quality customer support at scale.

You won’t just be responding to tickets—you’ll be executing structured workflows, applying SOPs and tagging protocols across platforms like Zendesk, HubSpot, and internal systems, and ensuring every interaction meets defined quality standards. Your work will be tracked, reviewed, and improved through QA coaching and performance metrics, and your consistency and clarity of execution will directly impact the team's success.

If you’re someone who values clean handoffs, follows process with care, and sees every support interaction as a chance to deliver excellence—you’ll thrive here.

Key Responsibilities

Customer Support & Ticket Management

• Respond to incoming tickets, emails, and support requests in a clear, professional, and timely manner
• Follow defined workflows to categorize, prioritize, and route issues appropriately
• Provide basic troubleshooting support for common customer questions or technical issues
• Escalate complex or unresolved issues to Tier 2 or internal specialists
  
  

Documentation & Communication

• Accurately document customer interactions, issue details, and resolution steps
• Keep support tickets updated and ensure all communication meets quality and tone standards
• Use support templates and knowledge base articles to ensure consistent responses
  
  

Platform Monitoring & Maintenance

• Monitor system alerts or flagged tickets needing follow-up
• Support with system updates, account verifications, and recurring process checks as needed
  
  

Team Collaboration

• Work closely with offshore and onshore team members to maintain smooth handoffs and coverage
• Participate in regular support meetings and training sessions to stay aligned with updates and improvements
  
  

What We’re Looking For

1–2 years of customer support experience, ideally in a SaaS or technical support environment

Hands-on experience with Zendesk or similar ticketing platforms

Comfort working with structured workflows, SOPs, and defined escalation paths

Strong written English and professional communication

A customer-first mindset—you enjoy helping others and solving problems with care

Self-direction and time management in a remote, async environment

Openness to QA coaching, structured feedback, and continuous improvement

Bonus: Experience working on distributed or offshore teams

Nice To Have (But Not Required)

• Prior experience in a customer support, virtual assistant, or help desk role
• Familiarity with basic troubleshooting steps or FAQs for common technical issues
• Experience working in remote support environments across time zones
  
  

Performance Expectations

• Maintain First Response Time and SLA targets for all assigned queues
• Use correct tagging and workflow documentation consistently
• Apply QA feedback with measurable improvement
• Flag unclear tickets, outdated SOPs, and macro issues through proper channels
  
  

Career Growth & Learning

At KNAK AI, you’ll have the opportunity to:

• Grow into roles like Workflow Owner, Tier 2 Support, QA Analyst, or Automation Assistant
• Build technical and communication skills through training and mentoring
• Contribute to a global team that values clarity, accountability, and operational excellence
  
  

Compensation & Benefits

• Competitive salary based on experience and market alignment
• Opportunities for performance-based increases and milestone-driven bonuses
• Flexible remote work—collaborate with a global team from anywhere
• Access to training, mentorship, and support tools to sharpen your skills
• A collaborative environment focused on clarity, execution, and continuous improvement
  
  

Ready to Elevate Your Technical Career?

If you take pride in execution, love solving problems, and are eager to grow in a technical support role, we want to hear from you!

How to Apply: Submit your resume and a brief cover letter outlining your interest in the role. Selected applicants will be invited to complete a simulation-based skills assessment.