Customer Success Specialist Trainee – L1 Support (AI-Enabled)

Location: Currently Remote; may transition to Onsite in the future

Role Overview

We are looking for a proactive, customer-focused, and AI-enabled Customer Success Specialist Intern to support L1 customer queries and technical issues. The ideal candidate must have strong English communication skills, practical knowledge of AI tools, and the ability to learn independently and solve problems with minimal supervision.

Please note: Only high-level knowledge transfer (KT) on products, projects, and processes will be provided. Candidates are expected to learn independently by reading documentation, researching solutions, and effectively leveraging AI tools rather than relying on extensive, step-by-step training.

Key Responsibilities

• L1 Support & SLA Management: Monitor support requests, log and track tickets, troubleshoot basic issues, meet SLA requirements, and escalate unresolved issues with proper documentation.
  
• AI Enablement: Use AI tools such as ChatGPT and Microsoft Copilot to research, troubleshoot, summarize information, improve documentation, and enhance productivity. Validate AI-generated outputs before applying them.
  
• Customer Communication: Communicate fluently and confidently in English, provide clear customer updates, explain technical issues effectively, and maintain a high standard of customer service.
  
• Independent Learning: Learn new products, tools, and processes through SOPs, knowledge bases, available documentation, and AI tools, with minimal day-to-day guidance.
  
• Ownership & Collaboration: Take accountability for assigned tickets, proactively follow up on pending issues, maintain accurate records, and collaborate effectively with internal teams.
  
• Technical Support & Compliance: Assist with basic hardware, software, application, and operating system issues while adhering to company policies, security standards, and data privacy requirements.
  

Required Qualifications & Skills

• Pursuing or holding a bachelor's degree in Computer Science, Information Technology, or a related field.
  
• Practical familiarity with AI tools and the ability to use them effectively for research, problem-solving, and productivity.
  
• Fluent and confident English communication skills, both verbal and written, are mandatory.
  
• Strong analytical, troubleshooting, and problem-solving abilities.
  
• Ability to understand and apply technical documentation independently.
  
• Self-motivated, adaptable, accountable, and comfortable working with minimal supervision.
  
• Basic knowledge of computer hardware, software, and operating systems such as Windows, macOS, or Linux.
  
• Willingness to work rotational shifts, including nights, weekends, and holidays, as required.
  

Selection Criteria

Candidates may be evaluated through an English communication assessment, a practical AI-tool usage exercise, and a documentation-based troubleshooting task to assess their readiness for independent work