Customer Support Specialist – AI Assisted

📋 Description

• • Provide timely and professional customer support via email, chat, and ticketing systems for global clients of Hangar Aviation Technologies, Inc.
• • Use AI-assisted tools such as ChatGPT and AI-powered macros to draft, summarize, and optimize customer responses while maintaining a human, customer-first approach.
• • Resolve customer inquiries related to orders, products, and account issues with accuracy and efficiency.
• • Escalate complex or unresolved issues to internal teams and collaborate effectively to ensure resolution.
• • Maintain accurate and detailed documentation of all customer interactions in ticketing systems.
• • Adhere strictly to established support workflows, service level agreements (SLAs), and quality assurance standards.
• • Contribute to the continuous improvement of AI prompts, response templates, macros, and overall support processes based on customer feedback and performance data.
• • Work exclusively within the Eastern Standard Time (EST) zone, with fixed working hours from 8:00 AM to 4:00 PM EST.
• • Utilize remote collaboration tools including Slack, Zoom, Google Workspace, and Asana (or similar platforms) to communicate and coordinate with global teams.
• • Ensure all customer communications reflect brand tone, professionalism, and attention to detail.
• • Support digital-first businesses through high-volume, fast-paced support channels.
• • Participate in training and onboarding to master company-specific products, systems, and AI tool integrations.
• • Monitor and uphold ticketing system hygiene, ensuring proper categorization, prioritization, and closure of all support cases.
• • Actively engage in feedback loops to refine AI-driven support workflows and enhance customer satisfaction metrics.
• • Work independently in a fully remote environment with minimal supervision while maintaining accountability and productivity.
• • Maintain confidentiality and data security in all customer interactions and system usage.
• • Demonstrate adaptability to evolving support technologies and company processes as the AI-assisted support ecosystem expands.