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 ProfessionalsType: ContractCompensation: $80–$160/hourLocation: RemoteRole ResponsibilitiesReview 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.
QualificationsMust-HaveBachelor's degree (minimum)2+ years of professional experience in a relevant domainStrong proficiency in Excel, PowerPoint, and WordStrong document analysis and review skillsAttention to detail and ability to follow structured guidelinesBased in the United States, Europe,



UK or CanadaPurpose of the JobPrimary 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 teamsPrincipal ResponsibilitiesProvide technical supportBuild relationships with customersTest products & softwareDevelop and share knowledgeCoverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio

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