Product Support Specialist - NUTUN RX

We are seeking a customer-focused and technically proficient Product Support Specialists to provide exceptional product support in a high-volume environment for a leading international technology business at the forefront of Artificial Intelligence. The successful candidate will become an expert in all company products, assist users with technical and product-related queries, and collaborate with internal teams to ensure timely and effective issue resolution.

This role requires strong communication skills, empathy, adaptability, critical thinking, and the ability to perform effectively under pressure while maintaining high standards of quality and customer satisfaction. The ideal candidate is a high-velocity, quality-driven problem solver capable of thriving in a fast-paced support environment, particularly when resolving complex cases that remain unresolved after AI self-service interactions.

• Relevant tertiary qualification in Information Technology, Customer Service, Communications, or a related field will be advantageous.

• Preference for minimum of 2 years' experience in a high-volume product support or customer support environment; or experience in technology related environments.
• Experience with in a second-tier, escalations, or technical support team is preferred.
• Proven ability to manage and close a high volume of support tickets while maintaining quality standards.
• Experience reviewing, validating, and correcting AI-generated responses or chatbot resolutions.
• Demonstrated critical thinking, investigative, and research skills when diagnosing customer issues.
• Experience working cross-functionally with technical teams and internal stakeholders.
• Ability to quickly learn and navigate multiple systems and tools simultaneously.
• Proven ability to work under pressure while consistently meeting daily and weekly performance targets.

• Become a subject matter expert on all company products and services.
• Respond to and manage user support cases within a high-volume support environment.
• Achieve productivity and quality targets, including the ability to close high ticket volumes while maintaining a minimum quality assurance standard on audited cases.
• Utilise and work with AI tools in addressing, solving and responding to customer queries.
• Communicate clearly, professionally, and empathetically with a diverse range of users.
• Investigate, troubleshoot, and resolve customer issues efficiently and accurately.
• Review and correct AI-generated responses or chatbot conclusions to ensure customers receive the correct human resolution.
• Apply critical thinking and investigative skills to identify root causes and resolve complex customer concerns.
• Collaborate with engineers, teammates, and internal stakeholders to diagnose and resolve technical and product-related issues.
• Quickly learn and seamlessly navigate multiple concurrent systems, including ticketing platforms, payment systems, usage trackers, identity verification tools, and related support platforms.
• Prioritise and triage support cases effectively during time-sensitive ticket sprints and peak volume periods.
• Adapt quickly to evolving products, processes, support workflows, and business priorities.
• Maintain empathy, professionalism, and accuracy while operating under pressure and meeting performance expectations.
• Ramp up productivity targets during the onboarding and nesting period while maintaining quality standards.
• Contribute proactively to the improvement of support operations by:
• Writing and updating macros and canned responses.
• Improving knowledge base and support documentation.
• Identifying recurring customer issues and trends.
• Recommending process improvements to increase efficiency and reduce contact volumes.
• Assist users in understanding new features, updates, and complex product concepts.
• Maintain accurate documentation and records of support interactions and resolutions.
• Demonstrate resilience and sustainable work practices to effectively manage high cognitive workloads throughout full shifts.
• Make proactive use of breaks, peer collaboration, and support structures to maintain consistent performance and avoid burnout.
• Strong customer empathy and ability to read between the lines of customer queries.
• Comfortable working in highly reactive and rapidly changing environments.
• Quality-focused mindset with strong ownership and accountability.
• Persistent, curious, and motivated by solving difficult problems.
• Strong organisational skills with the…