Part-Time Technical Support Specialist

This is a fully remote position, open to applicants in Philippines, +1 more country.

📋 Description

• Diagnose and resolve existing product issues for customers by utilizing the company's established procedures and diagnostic tools.

• Pose effective diagnostic inquiries, document outcomes, and assess the suitable next actions.

• Manage assigned cases until resolution, ensuring timely updates and follow-ups with customers.

• Collaborate with customers, service partners, and internal teams to schedule field visits and monitor results.

• Refer complex issues to the Engineering team, providing a concise summary of symptoms, troubleshooting efforts, and relevant information.

• Keep precise case documentation in Zendesk, Jira, and other support platforms.

• Recognize gaps or recurring problems and contribute to enhancing troubleshooting practices, support documentation, and tools.

• Work in close coordination with Customer Experience, Field, and Engineering as support processes develop.

⛳️ Requirements

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

• Comfortable managing phone-based support interactions.

• Adheres to procedures effectively.

• Capable of handling standard troubleshooting and escalating issues smoothly.

• Bilingual in Spanish and English is highly preferred.

• Experience in HVAC is a plus.

• Possesses technical aptitude, critical thinking abilities, and strong phone skills.

🏝️ Benefits

• Flexibility for permanent remote work.

• Annual performance bonuses.

• Access to dedicated coaches who provide additional support and skill development.

• Opportunities for professional advancement.