Live Chat Support Specialist (REMOTE)

Aveniya is a pioneering technology company that was founded to solve a fundamental limitation of conventional 3D printing: weak inter-layer bonding. Our proprietary Micro-Fusion™ technology integrates precision laser energy directly into the extrusion process, producing homogeneous and isotropic structures with superior mechanical properties. We are at the forefront of innovation for performance-driven and regulated industries.


We are currently seeking a dedicated and articulate Live Chat Support Specialist to join our growing team. This is a Full-Time, fully Remote position. The ideal candidate will be the first point of contact for our valued customers, providing exceptional real-time assistance and technical guidance. You will play a crucial role in ensuring our users have a seamless and positive experience with our cutting-edge technology.

Key Responsibilities
 

• Respond promptly and professionally to customer enquiries via our live chat platform.
• Provide clear, accurate, and effective technical support and troubleshooting for Aveniya's products and services.
• Guide customers through product features, best practices, and potential applications of our technology.
• Identify, document, and escalate complex technical issues to the appropriate internal teams for resolution.
• Maintain detailed and accurate records of all customer interactions and feedback within our CRM system.
• Contribute to the creation and maintenance of our support knowledge base, including FAQs and user guides.
• Collaborate with the wider team to identify trends in customer feedback and contribute to the continuous improvement of our products and customer experience.

Qualifications and Experience
 

• Proven experience in a customer support or technical support role, with a strong preference for experience in live chat communication.
• Exceptional written communication skills in English, with outstanding grammar, spelling, and a professional tone.
• A strong technical aptitude and the ability to quickly learn and articulate complex technical concepts.
• Excellent problem-solving skills and a patient, empathetic, and customer-focused mindset.
• The ability to work independently and manage your time effectively in a remote environment.
• Familiarity with helpdesk software and CRM systems is essential.
• A background in or a strong passion for 3D printing, engineering, or a related high-tech field would be a significant advantage.

What We Offer
 

• The flexibility and convenience of a fully remote, work-from-home position.
• An opportunity to join an innovative company at the forefront of the 3D printing industry.
• A supportive and collaborative international team environment where your contributions are valued.
• Opportunities for professional growth and development within a rapidly expanding organisation.