Technical Support Specialist
- We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.
- We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.
- We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.
The Role
We're looking for a technically curious and customer-first Technical Support Specialist I to join our Global L1 Support team. This is a customer-facing role where you'll own the end-to-end resolution of customer issues on the Loomi Platform, ensuring every interaction is handled with speed, precision, and empathy.
You'll be the customer's first point of contact and a vital link in our support ecosystem, turning complex technical problems into clear resolutions and customer frustration into confidence. If you thrive in fast-paced environments, enjoy diagnosing and troubleshooting issues, and genuinely care about the people you help, this role is built for you.
What You'll Do
Deliver Exceptional Support
- Own end-to-end support tickets on the Loomi Platform, using structured diagnostics to deliver rapid, clear resolutions that build customer confidence.
- Maintain proactive communication and ticket hygiene to ensure a seamless, empathetic support experience throughout the customer journey.
- Meet and consistently maintain L1 KPIs and SLA targets.
- Create Knowledge Base articles to enhance team resolution speed and consistency.
- This role requires providing 24x7 support and participating in the on-call rotation as per team guidelines.
Build Deep Product & Technical Knowledge
- Develop a strong knowledge of Loomi Platform components, features, and systems.
- Use the standard support tool stack confidently and reliably in your daily workflow.
- Leverage strong AI fluency to increase workflow efficiency while verifying AI insights to ensure accurate customer and external communications.
Communicate with Clarity & Empathy
- Handle all customer communications, written and verbal, with professionalism, empathy, and precision.
- Set accurate expectations, provide proac
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