• Provide online customer support through the company's platforms; • Triage incoming tickets (support requests, bugs, and enhancement requests); • Document identified software issues and forward them to the responsible team or developer; • Query databases to validate issues and recommend fixes; • Ensure deliverables meet the support cycle SLA.

• Serve as the first point of contact for customer inquiries via email, chat, and ticketing systems. • Troubleshoot technical issues related to our platform, including configuration, integration, and connectivity questions. • Reproduce and document bugs, working closely with Engineering and Product teams to drive resolution. • Maintain and improve our knowledge base, FAQs, and support documentation. • Track and manage support tickets, ensuring SLAs are met. • Escalate complex technical issues to the appropriate teams while maintaining ownership of the customer relationship. • Gather and relay customer feedback to help shape product improvements. • Monitor system health and alerts, flagging anomalies as needed.

Role Description We're looking for someone who is excited to solve problems, communicate effectively, and create positive customer experiences. Do you thrive in fast-paced, autonomous environments? Are you eager to make an impact at a high-growth startup? As a Technical Support Representative at Quo, you'll play a key role in delivering exceptional service to our customers while shaping the future of our product. You’ll assist hundreds of customers weekly—answering questions, resolving technical challenges, and ensuring they’re getting the most out of Quo. Beyond customer support, you’ll provide product feedback to our engineering and design teams to help craft the best possible experience for our users. You’ll also have opportunities to work on projects that scale and improve our customer experience team—helping us grow smarter and faster. - Assist Quo customers and prospects through email, live chat, phone, and text. - Troubleshoot technical issues, collaborating with the engineering team for timely resolutions. - Proactively identify and recommend process improvements to streamline our operations. - Advocate for customer needs by turning feature requests and insights into actionable recommendations for the product team. - Identify high-growth accounts or sales opportunities, collaborating with the Customer Success team for follow-ups. - Keep internal documentation up-to-date to ensure smooth operations within the team. Qualifications - 1-3 years of experience in customer-facing roles (experience at a startup is a bonus). - Diverse paths of learning and growth, whether they involve a degree, certification, or relevant experience. - Empathy, creativity, and resourcefulness in tackling customer questions and challenges. - Exceptional writing skills with attention to detail and a friendly, approachable tone. - Comfortable navigating technical issues and excited to dive into the details to find solutions. - Eager to learn, adapt, and grow in this role and beyond. - Thrives in dynamic, fast-paced environments and enjoys working alongside a passionate team. Requirements - Flexible schedule within North America, with most roles starting around 7 - 9 AM PST and running for about 8 hours. - Open to working weekends, depending on the needs of the team.

• Investigate and resolve technical issues reported by enterprise customers, owning the issue from triage to resolution. • Analyze logs, reproduce issues, and dig into system behavior to identify root causes before escalating to Engineering. • Use AI tools actively as part of your investigation workflow, to speed up analysis, understand unfamiliar parts of the product, and document findings. • Communicate clearly with customers and internal teams throughout the support process. • Document issues, solutions, and recurring patterns to build institutional knowledge across a growing set of customer solutions. • Contribute to internal knowledge bases and playbooks that help the team handle new solutions faster. • Share customer feedback and product insights with the Product team.