Customer Support Specialist

Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers who focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides Sign.Plus (a legally binding electronic signature), Dial.Plus(AI Phone Solution), Fax.Plus (online faxing), and Scan.Plus  (AI-powered mobile scanner) to over 4,000,000 customers worldwide.

At Alohi, we began our journey with an initial seed investment from Fongit “Fondation Genevoise pour l’Innovation Technologique” which is backed by the state of Geneva. But instead of relying on external funding to fuel our growth, we’ve chosen to bootstrap our way to success. This approach has allowed us to prioritise our customers and build products that truly meet their needs, without being beholden to outside investors. By remaining financially independent, we’ve been able to maintain our autonomy and agility, which have been key factors in our ability to innovate and stay ahead of the curve. As an AI-first company, we are committed to leveraging cutting-edge technology to redefine our services and customer interactions.

Job Description

We are seeking a highly motivated, tech-savvy, and customer-focused individual to join our Geneva office for an on-site position as a Customer Support Specialist. This role plays a central part in ensuring our customers continue to receive an outstanding experience by providing timely and effective support, resolving technical issues, and championing user needs.

The ideal candidate is passionate about both technology and customer advocacy, with excellent communication skills and the ability to solve problems effectively. You will be the voice of our users, ensuring they feel supported and heard, while also sharing valuable insights with internal teams to help shape the future of our products.

Responsibilities

• Respond to customer queries and provide technical support promptly and accurately via email or chat.
• Serve as an escalation point for complex customer issues requiring deep technical understanding. Investigate and diagnose challenging problems, ensuring timely and effective resolutions.
• Assist in the creation and maintenance of internal and external documentation.
• Maintain and update internal databases with detailed information about technical issues, workarounds, and valuable customer insights, ensuring knowledge is shared effectively across teams.
• Systematically gather, analyse, and synthesise customer feedback from various channels to identify trends, pain points, and feature requests. Champion user needs and collaborate closely with product and development teams to inform product enhancements and the development roadmap.
• Identify opportunities to improve support processes and contribute to increasing customer satisfaction and efficiency.
• Work closely with engineering, product management, and marketing teams to ensure alignment on product features, updates, and customer communication strategies.
• Continuously learn about our evolving products, underlying technologies, and the broader AI landscape to maintain expertise and deliver high-quality support.

• Bachelor’s degree in a technical or business field (e.g., Computer Science, Business Administration) or equivalent practical experience demonstrating strong technical aptitude and problem-solving capabilities.
• Experience with customer support platforms (e.g., Zendesk), and bug tracking or project management tools (e.g., Jira)
• Demonstrable passion for technology combined with a strong commitment to exceptional customer service.
• Outstanding written and verbal communication skills in English. Ability to explain complex technical concepts clearly and concisely to both technical and non-technical audiences.
• Proven ability to quickly learn and master complex software platforms. Strong analytical and problem-solving skills are essential.
• A dynamic, forward-thinking mindset with the ability to adapt to the evolving AI landscape and embrace new technologies and methodologies.
• Ability to work effectively both independently and as part of a collaborative, cross-functional team in an on-site environment.