About the role
InnoCaption is hiring a Customer Support Specialist to help Deaf and Hard of Hearing users use its accessibility technology. The role provides written customer support and technical troubleshooting, collaborates with internal teams on escalations and user feedback, and contributes to help content, AI support quality, and mobile app testing. ResponsibilitiesUser Support : Assist users through email, SMS, and chat using our CRM software, resolving questions and technical issues with accuracy and careTechnical Troubleshooting : Diagnose and resolve issues on iOS and Android, including call flows, app settings, connectivity, and hearing device pairingEscalation and Collaboration : Escalate complex issues to the right team members and work with them to find solutions, documenting each case clearly so others can act on itHelp Center and Knowledge Base : Write and update online help center articles and internal troubleshooting guidesAI Support Agent : Help monitor and improve our AI support a