Technical Support Representative

Role Overview Provide technical and customer support to users of the Lofty platform through email, chat, and inbound calls. Your role is to resolve issues efficiently, guide users on platform usage, manage escalations through JIRA, and ensure clients receive timely updates until resolution. Key Responsibilities Handle support requests via email, chat, and phone Troubleshoot issues using product knowledge, Help Center, and Confluence Create and manage JIRA tickets for unresolved concerns Follow up with clients and internal teams on pending tickets Maintain accurate documentation and clear communication Assist with upselling add-ons or lead generation solutions when appropriate Use AI tools to improve response speed and support efficiency Requirements 3+ years of technical support, customer support, or SaaS support experience Strong English communication skills (written and verbal) Experience with ticketing systems like JIRA, Zendesk, or similar Ability to multitask across calls, chats, and emails Strong troubleshooting and customer service skills Experience supporting US clients is a plus AI experience or familiarity with AI tools is a plus, but not required