Technical Support Agent

Dragontail Systems is a dynamic and innovative company that is revolutionizing restaurant technology. At Dragontail Systems, you'll have the opportunity to work on innovative technologies in an environment that values growth and collaboration.

About the Role

As a Technical Support Agent, you will play a key role in delivering high-quality technical support to our global clients. You will work in a modern, AI-enhanced support environment, leveraging advanced tools to diagnose issues, improve response times, and drive smarter support processes.

This role combines hands-on technical troubleshooting with the use of automation, data insights, and AI-driven systems to continuously improve the customer experience.

Salary: Hourly, shift-based schedule

Responsibilities

• Provide prompt and professional support to clients via phone, email, and chat
• Diagnose and resolve technical hardware and software issues efficiently
• Leverage AI-powered tools and automation systems to identify patterns, accelerate troubleshooting, and improve resolution times
• Monitor and manage support tickets, ensuring timely updates and clear communication with clients
• Escalate complex or unresolved issues to relevant teams while maintaining ownership of the customer experience
• Contribute to and maintain an accurate, up-to-date knowledge base, including documenting solutions and AI-assisted insights
• Continuously learn and adapt to new technologies, including AI-driven support platforms and workflows
• Collaborate with cross-functional teams to improve support processes and reduce recurring issues through data-driven insights

Requirements

• Strong technical troubleshooting and problem-solving skills
• Ability to quickly learn and adapt to new technologies, including AI-based tools
• Experience working with ticketing systems and basic understanding of networks
• Excellent communication skills in English (mandatory)
• Customer-focused mindset with a proactive and solution-oriented approach
• Ability to work in a fast-paced, shift-based environment (including nights/weekends when required)
• Experience with AI tools, automation platforms, or data analysis — an advantage