Customer Support, Virtual Assistant
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Job Description
Customer Support & Virtual Assistant supporting customers of a technology and AI consulting business serving commercial construction. Handling troubleshooting, administration, meetings, follow-ups, and AI-powered organisation.
Responsibilities:
- Respond to customer questions and support requests via email and other communication channels
- Help customers troubleshoot basic technical issues, including logging in, accessing platforms, setting up 2FA, navigating software, and screen sharing
- Guide customers through problems patiently and clearly
- Gather information about issues and investigate problems before escalating when necessary
- Provide a friendly, reassuring customer experience
- Attend and take notes during internal and client meetings
- Organise incoming requests, follow-ups, and action items
- Track tasks and ensure important follow-ups are completed
- Assist with general administrative organisation and day-to-day business support
- Help the business owner stay organised and focused by taking ownership of routine requests
- Review meeting transcripts and use AI tools such as Claude to identify action items and follow-ups
- Turn unstructured information into clear, organised tasks
- Use AI to improve workflows and reduce manual administrative work
- Explore and learn new AI and productivity tools as required
Requirements:
- Excellent written and spoken English
- Previous experience in customer support, virtual assistance, administration, or a similar role
- Comfortable troubleshooting basic technical issues
- Confident navigating software, logins, 2FA, screen sharing, and online platforms
- Strong communication and problem-solving skills
- Highly organised with excellent attention to detail
- Patient and empathetic when dealing with customers who may struggle with technology
- Curious and willing to learn new systems and software quickly
- Comfortable working independently and taking initiative
- Experience using Salesforce (nice to have)
- Experience with HubSpot (nice to have)
- Experience with Monday.com (nice to have)
- Experience with Microsoft Teams (nice to have)
- Previous experience working with AI tools such as Claude or ChatGPT (nice to have)
- Experience supporting customers within the construction, technology, or consulting industries (nice to have)
Benefits:
- 100% REMOTE
- $50 birthday bonus
- $200 testimonial bonus
- NO TRACKER. NO PROBLEM
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