Technical Support Analyst - Chat Support at NeoWork

📍 Job Overview

Job Title: Technical Support Analyst - Chat Support
Company: NeoWork
Location: Medellín, Antioquia, Colombia
Job Type: Full-Time
Category: Customer Support & Technical Support
Date Posted: March 25, 2025
Experience Level: Entry to Mid Level (0-2 years)
Remote Status: Remote (Telecommute)

🚀 Role Summary

Provide real-time, high-quality customer support via chat for NeoWork's GPU services and AI tools.
Assist users with onboarding, billing, platform navigation, and basic technical troubleshooting.
Maintain a high customer satisfaction score (CSAT) by delivering prompt, efficient, and empathetic support.
Collaborate with support and product teams to improve the user experience and contribute to internal knowledge base content.

📝 Enhancement Note: This role is ideal for candidates with strong multitasking skills, a customer-first mindset, and a foundational understanding of cloud computing or AI platforms. It offers an opportunity to grow within a fast-paced startup environment and make a significant impact on user experience.

💻 Primary Responsibilities

Customer Support via Live Chat: Handle multiple chat interactions simultaneously, assisting users with account setup, onboarding, billing questions, and platform navigation.
User Assistance: Help users select the best services based on their needs and provide basic cost estimates.
Communication & Expectation Management: Maintain clear and empathetic communication while managing expectations on issue resolution timelines.
Technical Troubleshooting: Understand and explain the basics of serverless cloud computing, AI inference, and user access management. Perform basic troubleshooting using internal tools and diagnostic dashboards.
Issue Escalation: Escalate technical issues to Level 2 support or Engineering as needed, following established protocols.
CRM Management: Log all interactions and resolutions in Zendesk or similar CRM platforms.
Knowledge Base Contribution: Contribute to internal FAQs and knowledge base content for efficiency and clarity.
User Education: Simplify technical concepts for non-technical users.
Performance Metrics: Maintain a high customer satisfaction score (CSAT), targeting 98% or higher.
Team Collaboration: Work with support and product teams to improve the user experience.

📝 Enhancement Note: This role requires a strong problem-solving mindset and a proactive approach to resolving customer concerns. Successful candidates will be able to manage multiple tasks efficiently and maintain a high level of customer satisfaction.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field is preferred but not required. Relevant work experience can be considered in lieu of formal education.

Experience: A minimum of 1 year of experience in a customer or technical support role, preferably in SaaS, cloud services, or AI-related platforms.

Required Skills:

Strong written communication skills with the ability to simplify technical concepts
High multitasking ability to manage several chat conversations simultaneously
Working knowledge of CRM, ticketing, and support tools such as Zendesk and Discord
Basic understanding of SSH, Linux, and SQL scripting
Familiarity with cloud platforms, user and access management, and AI inference basics
Problem-solving mindset with a proactive approach to resolving customer concerns

Preferred Skills:

Previous experience in a high-volume startup environment
Experience with Docker and containerized applications
Familiarity with GPU services and AI tools

📝 Enhancement Note: While a background in cloud computing or AI platforms is preferred, NeoWork is open to training the right candidate with a strong foundation in technical support and a willingness to learn.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role as it focuses on customer support and communication skills rather than technical projects.
Technical Documentation: Not applicable for this role as it focuses on customer support and communication skills rather than technical documentation.

💵 Compensation & Benefits

Salary Range: COP 2,500,000 - 3,500,000 per month (Based on experience and skills)

📝 Enhancement Note: The salary range for this role is estimated based on market research for technical support roles in Medellín, Colombia. It may vary depending on the candidate's skills, experience, and performance.

Benefits:

Full-time remote work with flexible hours
Competitive salary and benefits package
Opportunity to work in a fast-paced, innovative startup environment
Potential for career growth and professional development

Working Hours: 40 hours per week with rotating shifts and weekend availability required.

🎯 Team & Company Context

🏢 Company Culture

Industry: NeoWork is a startup focused on making GPU services and AI tools accessible to all. It operates in the tech industry, with a strong emphasis on cloud computing and AI.

Company Size: NeoWork is a small to medium-sized company, which means a close-knit team and the opportunity to make a significant impact on the company's growth and success.

Founded: NeoWork was founded in 2022, making it a young and dynamic company with a strong focus on innovation and continuous improvement.

Team Structure:

The technical support team consists of chat support analysts, phone support specialists, and escalation specialists.
The team works closely with the product and engineering teams to improve the user experience and resolve technical issues.
The company values a flat hierarchy and encourages open communication and collaboration.

Development Methodology:

NeoWork follows Agile methodologies, with a focus on iterative development and continuous improvement.
The company uses tools such as Jira, Confluence, and GitHub to manage projects and collaborate on development efforts.
NeoWork encourages a culture of learning and experimentation, with a strong emphasis on staying up-to-date with the latest technologies and best practices.

Company Website: NeoWork

📝 Enhancement Note: NeoWork's company culture emphasizes customer focus, innovation, and continuous learning. The company values employees who are proactive, adaptable, and committed to delivering exceptional customer support.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry to mid-level position in the technical support career path. It provides an excellent opportunity for candidates to gain experience in customer support, troubleshooting, and user education.

Reporting Structure: The Technical Support Analyst - Chat Support role reports directly to the Support Manager. The team works closely with the product and engineering teams to ensure customer issues are resolved efficiently and effectively.

Technical Impact: This role has a direct impact on the user experience and customer satisfaction. Successful candidates will be able to resolve customer issues promptly and effectively, contributing to the company's overall success.

Growth Opportunities:

Career Progression: With experience and strong performance, candidates may advance to senior support roles, team lead positions, or move into other areas of the business such as product management or engineering.
Technical Skill Development: NeoWork encourages employees to develop their skills and knowledge through training, workshops, and mentorship programs. This role provides an excellent opportunity to learn about cloud computing, AI, and technical support best practices.
Leadership Potential: As the company grows, there may be opportunities for candidates to take on leadership roles and help shape the future of the technical support team.

📝 Enhancement Note: NeoWork's growth opportunities are closely tied to the company's success and expansion. As the company continues to innovate and grow, there will be increasing opportunities for candidates to advance their careers and take on new challenges.

🌐 Work Environment

Office Type: NeoWork is a remote-first company, with no physical office location. Employees are encouraged to work from home or a location of their choice.

Office Location(s): Not applicable as NeoWork is a remote-first company.

Workspace Context:

Remote Work: NeoWork provides employees with the tools and resources they need to work effectively from home, including laptops, software, and internet reimbursement.
Collaboration: NeoWork uses collaboration tools such as Slack, Google Workspace, and Zoom to facilitate communication and teamwork among employees.
Work-Life Balance: NeoWork values work-life balance and encourages employees to maintain a healthy lifestyle. The company offers flexible working hours and encourages employees to take time off when needed.

Work Schedule: NeoWork operates on a 24/7 schedule, with rotating shifts and weekend availability required. Employees are expected to work a minimum of 40 hours per week, with the option to work overtime as needed.

📝 Enhancement Note: NeoWork's remote work environment offers employees the flexibility to work from anywhere, with the support and resources they need to succeed. The company values work-life balance and encourages employees to maintain a healthy lifestyle.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A brief phone or video call to assess communication skills and cultural fit.
Technical Assessment: A practical exercise to evaluate problem-solving skills and troubleshooting abilities.
Final Interview: A discussion with the Support Manager and other team members to assess fit and answer any questions.

Portfolio Review Tips:

Not applicable for this role as it focuses on customer support and communication skills rather than technical projects.

Technical Challenge Preparation:

Brush up on basic troubleshooting skills and familiarize yourself with common customer issues.
Practice explaining technical concepts in simple terms to non-technical users.
Prepare questions to ask the interviewer about the company, team, and role to demonstrate your interest and engagement.

ATS Keywords:

Customer Support
Technical Support
Cloud Computing
AI Platforms
Multitasking
Communication Skills
Troubleshooting
CRM Tools
Problem Solving
SSH
Linux
SQL Scripting
Docker
User Management
Access Management
AI Inference

📝 Enhancement Note: NeoWork's interview process is designed to assess communication skills, problem-solving abilities, and cultural fit. Successful candidates will be able to demonstrate a strong customer focus, a proactive approach to resolving issues, and a willingness to learn and adapt.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Zendesk (CRM and ticketing system)
Discord (communication and collaboration platform)
Jira (project management and issue tracking)

Technical Support Tools:

Internal diagnostic dashboards and tools for troubleshooting
Cloud platforms (e.g., AWS, GCP, Azure) for user and access management
AI inference platforms for AI-related issues

📝 Enhancement Note: NeoWork uses a combination of customer support and technical support tools to ensure efficient and effective issue resolution. Successful candidates will be able to learn and use these tools to provide exceptional customer support.

👥 Team Culture & Values

Customer Support Values:

Empathy: Understanding and sharing the feelings of customers to provide personalized and effective support.
Patience: Maintaining a calm and composed demeanor when dealing with difficult or frustrated customers.
Proactivity: Anticipating customer needs and taking initiative to resolve issues before they become major problems.
Continuous Learning: Staying up-to-date with the latest technologies and best practices to provide accurate and relevant support.

Collaboration Style:

Cross-Functional Collaboration: Working closely with product and engineering teams to resolve customer issues and improve the user experience.
Knowledge Sharing: Contributing to internal FAQs and knowledge base content to ensure consistent and efficient issue resolution.
Mentoring: Helping new team members integrate and develop their skills through guidance and support.

📝 Enhancement Note: NeoWork's customer support values emphasize empathy, patience, proactivity, and continuous learning. The company encourages a collaborative and supportive work environment, with a focus on knowledge sharing and mentoring.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume: Managing a high volume of customer interactions while maintaining a high level of customer satisfaction.
Complex Issues: Troubleshooting complex technical issues and escalating them to the appropriate team members when necessary.
User Education: Simplifying technical concepts and explaining them to non-technical users in a clear and concise manner.
Adaptability: Staying up-to-date with the latest technologies and best practices, and adapting to changes in the company's products and services.

Learning & Development Opportunities:

Technical Skill Development: Gaining experience in cloud computing, AI, and technical support best practices.
Leadership Development: Developing leadership skills through mentoring, team management, and architecture decision-making.
Career Progression: Advancing to senior support roles, team lead positions, or moving into other areas of the business such as product management or engineering.

📝 Enhancement Note: NeoWork's technical challenges require candidates to be adaptable, proactive, and skilled in troubleshooting and user education. The company offers opportunities for technical skill development, leadership development, and career progression.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Describe a time when you had to troubleshoot a complex technical issue and how you resolved it.
User Education: Explain how you would describe a technical concept to a non-technical user in simple terms.
Problem-Solving: Walk us through your thought process when approaching a difficult problem or challenge.

Company & Culture Questions:

Company Mission: How do you align with NeoWork's mission to make GPU services and AI tools accessible to all?
Team Dynamics: Describe your experience working in a remote, collaborative team environment.
Adaptability: How do you stay up-to-date with the latest technologies and best practices in customer support?

Portfolio Presentation Strategy:

Not applicable for this role as it focuses on customer support and communication skills rather than technical projects.

📝 Enhancement Note: NeoWork's interview process is designed to assess communication skills, problem-solving abilities, and cultural fit. Successful candidates will be able to demonstrate a strong customer focus, a proactive approach to resolving issues, and a willingness to learn and adapt.

📌 Application Steps

To apply for this Technical Support Analyst - Chat Support position:

Submit Your Application: Click on the application link and complete the online application form.
Prepare for the Initial Screening: Brush up on your communication skills and be ready to discuss your customer support experience and any relevant technical skills.
Practice Troubleshooting: Familiarize yourself with common customer issues and practice explaining technical concepts in simple terms.
Research NeoWork: Learn about the company's mission, values, and products to demonstrate your interest and engagement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Analyst - Chat Support