Part-time Technical Support Specialist

This is a fully remote position, open to applicants in Peru.

📋 Description

• Investigate product issues that require extensive troubleshooting or coordination beyond frontline support.

• Utilize company protocols and diagnostic tools to address known product problems.

• Assist customers with next steps via phone, email, and SMS communication.

• Pose diagnostic questions, document findings, and decide on appropriate next actions.

• Manage assigned cases until resolution, including providing customer updates and follow-ups.

• Coordinate with customers, service partners, and internal teams to schedule field visits and monitor outcomes.

• Elevate complex issues to Engineering with detailed symptoms, completed troubleshooting, and supporting documentation.

• Keep accurate case records in Zendesk, Jira, and other support systems.

• Identify recurring problems and contribute to refining troubleshooting procedures, documentation, and tools.

• Collaborate with Customer Experience, Field, and Engineering teams.

⛳️ Requirements

• 1–2+ years of experience in customer support.

• Comfortable providing support via phone.

• Adheres to procedures effectively.

• Capable of handling standard troubleshooting and escalating issues appropriately.

• Proficiency in both Spanish and English is strongly preferred.

• HVAC experience is advantageous, but technical aptitude, critical thinking, and phone skills are prioritized.

🏝️ Benefits

• Permanent flexibility for remote work.

• Annual performance bonuses.

• Access to dedicated coaches for additional support and skill development.

• Opportunities for professional advancement.