Customer Support_FedGPT

Taiwan AI Labs is a dynamic startup environment offering exceptional career development opportunities. We invite talented professionals to join us in shaping the future of artificial intelligence (AI) experiences. We are seeking results-driven, highly organized individuals with strong leadership skills to plan, execute, and manage various engineering projects. At Taiwan AI Labs, our mission is clear: to define the future of AI experiences.

產品網址：https://fedgpt.cc/

【Responsibilities】
1.Own customer inquiries and support cases end to end through the customer support platform, providing clear responses, timely follow-up, and tracking issues through resolution and case closure after confirmation with the customer.
2.Develop a strong understanding of product features and capabilities, and guide customers on product usage and best practices.
3.Investigate reported issues, gather relevant information, and document findings and reproduction steps for Engineering.
4.Coordinate with Engineering and other internal teams to resolve customer issues, translate technical findings into actionable responses, and confirm that customer needs have been addressed.
5.Maintain accurate support records and contribute to FAQs, knowledge base articles, and internal support guides.
6.Share recurring issues and customer feedback with relevant teams, and identify opportunities to improve support workflows using AI tools and automation.
7.Meet service-level agreement (SLA) targets for response and resolution times.
8.Use AI tools to streamline customer support workflows, automate repetitive tasks, and improve response quality and efficiency.
9.Perform other duties and assignments as directed by the supervisor.

【Essential Qualifications】
1.2+ years of experience in customer support, technical support, customer success, or a similar customer-facing role.
2.Strong written and verbal communication skills, with the ability to explain product features and technical information clearly to both technical and non-technical customers.
3.Strong problem-solving skills, including the ability to investigate issues, gather relevant information, and document clear reproduction steps.
4.Ability to learn software products quickly and guide customers on product usage and best practices.
5.Ability to collaborate with Engineering and other internal teams to resolve issues and deliver accurate, actionable customer responses.
6.Strong organizational skills and attention to detail, with the ability to manage multiple inquiries, maintain accurate records, and meet SLA targets.
7.Familiarity with AI tools and a willingness to apply them to improve support workflows, response quality, and efficiency.

【Preferred Qualifications】
1.Experience supporting SaaS platforms, enterprise software, or AI products.
2.Familiarity with LLMs and AI application concepts such as prompt engineering, retrieval-augmented generation (RAG), and AI agents.
3.Experience using AI tools to draft support responses, summarize customer issues, search knowledge bases, or automate repetitive tasks.
4.Basic understanding of APIs, integrations, authentication, and log analysis.
5.Experience with customer support and issue-tracking platforms such as Zendesk, Jira, Freshdesk, or ServiceNow.
6.Experience creating FAQs, knowledge base articles, or internal support guides.
7.Experience supporting enterprise customers or working in a fast-paced startup.

【What We Value】
1.Customer-first mindset and a strong sense of ownership
2.Comfort with ambiguity and eagerness to learn new technologies quickly
3.Humble, team-first attitude and willingness to help others succeed