Technical Support Specialist for a Shared Team

Description
About the Company:
Aidey is an AI-first Business Process Outsourcing company — the human layer powering the world's most ambitious AI-native companies. We staff the last mile of customer experience, technical success, back-office operations, and sales, operating remotely from the Philippines. Every process we run is designed AI-first and finalized by a senior human, so our clients inherit better quality, faster cycles, and a lower cost base. Trusted by global brands including Nokia and Wix, Aidey is where human intelligence meets machine scale.
About the Position:
We’re looking for a motivated, independent, and highly organized Technical Support Specialist with a strong work ethic and the ability to multitask. The successful candidate will be part of a shared team that will support a few clients simultaneously by phone, email, and chat.
Responsibilities:
Provide customer support by phone, email, and chat in a timely manner.
Analyze, triage, and troubleshoot cases that need technical help and ensure that proper troubleshooting steps are done prior to escalation to the right department.
Be proactive and take initiative in improving work processes.
Requirements
Excellent English communication skills: verbal, writing, and reading – MUST
2+ years of experience in customer support or technical support roles – MUST
Experience supporting point-of-sale (POS) systems or property management systems (PMS) within the hospitality industry – ADVANTAGE
Experience supporting eCommerce businesses using platforms such as Shopify, WooCommerce, ShipStation, and other eCommerce tools – ADVANTAGE
Experience using help desk platforms such as Zendesk, Freshdesk, Zoho, Intercom, and similar tools – ADVANTAGE
Ability to learn quickly and effectively manage multiple client accounts simultaneously
Setup & Availability
Stable internet connection (100+ Mbps) and a quiet, professional workspace – MUST
Flexible to work on a rotating schedule, including day, mid, night, weekend, and holiday shifts, as the team provides 24/7 support – MUST
Benefits
Above-market base
Fully remote, long-term role — no commute, no office mandate
Well-defined processes and structured workflows
Real growth track: lead or specialist roles

Work arrangement
Yes