Technical Customer Support

Company: Bot-It
Location: Remote
Hours: Full-time contract, EST business hours
Language: Fluent English (written & spoken required)

Compensation

• $800 – $1,500 USD per month, depending on experience and technical ability
• Performance-based increases over time
• Upsell and retention performance considered for raises and bonuses

We are looking for skill and ownership — not just availability. Strong performers grow quickly.

About Bot-It

Bot-It builds automation and bot solutions that help customers scale faster and operate more efficiently. Our customers rely on our systems daily, which means strong technical support and customer success are critical.

This is not a basic customer support role. We are looking for someone who can troubleshoot automation issues, manage customer accounts, reduce churn, and identify upsell opportunities when customers need more functionality.

The Role

As a Technical Customer Support & Customer Success Specialist, you will sit between customers, automation systems, and our development team. Your goal is to resolve issues efficiently, retain customers who are at risk of canceling, and increase customer value through upgrades and optimizations.

You will be expected to think critically, follow structured processes, and escalate to developers only when absolutely necessary.

Responsibilities

• Respond to customer support emails within a few hours during EST hours
• Troubleshoot automation and bot-related issues using internal tools
• Diagnose issues such as slow bots, failures, configuration problems, and account errors
• Run required tests and checks before escalating issues
• Follow internal troubleshooting and escalation playbooks
• Create clear, complete Jira tickets when escalation is required
• Handle cancellation requests with a customer-success mindset
• Identify root causes of churn and attempt retention when appropriate
• Upsell features such as faster bots or premium capabilities when they solve customer problems
• Use approved email templates and adapt tone to customer context
• Maintain clear internal notes on customer accounts and outcomes

Required Qualifications

• Fluent English (written and spoken) — mandatory
• Availability during EST business hours only
• Strong technical aptitude and problem-solving skills
• Experience supporting software, SaaS products, or automation tools
• Comfortable working with dashboards, admin tools, and internal systems
• Ability to follow structured processes and documentation
• Confidence communicating with customers in technical and non-technical language

Nice to Have (Not Required)

• Experience with automation tools, bots, APIs, or workflows
• Prior SaaS technical support or customer success experience
• Familiarity with Jira or ticketing systems
• Upselling, account management, or retention experience

What This Role Is NOT

• Not a call center role
• Not basic customer service
• Not "just answering tickets"
• Not just answering emails

This role requires thinking, troubleshooting, and ownership.

Why Work With Us

• Fully remote role
• Clear onboarding and documentation
• Stable workload with defined expectations
• Opportunity to grow into senior support, operations, or customer success leadership
• Work closely with a technical product team

How to Apply

When applying, please include:

• A short paragraph explaining your technical support experience
• An example of a technical problem you helped a customer solve
• Confirmation you can work EST hours and communicate fluently in English

Job Types: Full-time, Contract

Language:

• English (Required)

Work Location: Remote