Customer Support Expert - Fully Remote | Upto $160/hr Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark , General Catalyst , Peter Thiel , Adam D'Angelo , Larry Summers , and Jack Dorsey .
Position: Customer Support / Success Professionals
Type: Contract
Compensation: $80–$160/hour
Location: Remote
Role Responsibilities
Review and assess domain-specific documents to ensure quality, accuracy, and relevance.
Provide structured feedback to improve document standards and evaluation processes.
Collaborate with teams to enhance service delivery and customer success strategies.
Utilize strong analytical skills to contribute to high-impact evaluation projects.
Work independently and asynchronously to meet project deadlines.
Qualifications
Must-Have
Bachelor's degree (minimum)
2+ years of professional experience in a relevant domain
Strong proficiency in Excel , PowerPoint , and Word
Strong document analysis and review skills
Attention to detail and ability to follow structured guidelines
Based in the United States,



Europe, UK or Canada
Purpose of the Job
Primary responsibility is to help customers to solve technical issues (post sales).
Key assignments include:
+ Case Management: recording and tracking of all activities in CRM (Service Console) NEX and taking ownership of customer issues reported and seeing problems through to resolution
+ Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
+ Developing and maintaining technical Knowledge Base content
+ Timely communication to customers with focus on customer service and relationship building.
+ Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Principal Responsibilities
Provide technical support
Build relationships with customers
Test products & software
Develop and share knowledge
Coverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio

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