Technical Support Representative

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.

About the Role:

As a Technical Support Specialist, you will be responsible for providing technical assistance to customers using software platforms and digital products. You will troubleshoot issues, investigate customer concerns, and work closely with internal teams to ensure timely and effective resolutions.

This role is ideal for someone who enjoys solving problems, understands web technologies, and has experience supporting SaaS or eCommerce platforms. While this is not a developer role, a strong understanding of HTML and CSS is required to diagnose issues, identify root causes, and communicate solutions effectively.

Responsibilities:

• Respond to customer inquiries through email, chat, and ticketing platforms
• Troubleshoot technical issues related to software platforms, websites, and integrations
• Review HTML and CSS to identify display, formatting, or implementation issues
• Reproduce reported issues and document findings for escalation when necessary
• Work closely with Product, Engineering, and Customer Success teams to resolve customer concerns
• Investigate root causes and provide clear, actionable solutions to customers
• Maintain accurate records of customer interactions and technical resolutions
• Monitor support queues and ensure service level agreements are met
• Create and update internal documentation, troubleshooting guides, and knowledge base articles
• Identify recurring issues and provide recommendations for process or product improvements
• Assist customers with platform setup, configuration, and best practices
• Deliver a high-quality customer experience while maintaining strong technical accuracy

Must-Have Qualifications:

• Excellent English communication skills: verbal, written, and reading
• Previous experience supporting SaaS, eCommerce, or web-based platforms
• Strong troubleshooting and problem-solving skills
• Working knowledge of HTML and CSS
• Experience using ticketing systems such as Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, or similar platforms
• Ability to investigate technical issues and clearly explain solutions to customers
• Strong attention to detail and documentation skills
• Ability to work independently in a remote environment

Nice-to-Have Qualifications:

• Experience supporting Shopify, BigCommerce, WooCommerce, Magento, or similar eCommerce platforms
• Familiarity with browser developer tools and website troubleshooting
• Basic understanding of APIs, integrations, and web applications
• Experience working with customer success or implementation teams
• Exposure to JavaScript or other web technologies