Support and Technical Operations Engineer

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

📋 Description

• Deliver technical assistance to clients via tickets, email, phone calls, video conferencing, and internal escalation channels.

• Diagnose customer challenges related to platform functionality, logins, workflows, messaging, forms, calendars, notifications, and automations.

• Provide support for AI-driven phone, texting, and communication workflows.

• Aid in the setup of CRM systems, calendars, forms, and workflows for both new and existing clients.

• Assist in investigating issues related to SMS, email, call routing, phone numbers, web forms, integrations, and customer communication tools.

• Offer technical support to internal staff regarding inquiries, system access, troubleshooting, and workflow enhancements.

• Reproduce, document, and escalate product bugs or technical challenges to the development team.

• Develop clear support documentation, internal standard operating procedures (SOPs), help articles, and troubleshooting guides.

• Contribute to the enhancement of support processes, ticket management, escalation procedures, and resources for customers.

• Analyze customer issues and recognize trends that could lead to product enhancements or training opportunities.

• Assist in testing new features, workflows, automations, and AI tools prior to and following their release.

• Convey technical issues clearly and professionally to both technical and non-technical users.

• Help uphold high standards in response time, follow-up, and overall customer experience.

⛳️ Requirements

• Proven experience in technical support, SaaS support, IT support, customer operations, implementation, or a related role.

• Excellent problem-solving and troubleshooting abilities.

• Capability to articulate technical issues in straightforward, clear language.

• Proficient in working with CRM platforms, web-based software, support tools, and customer communication systems.

• Strong written communication skills.

• Keen attention to detail and commitment to follow-through.

• Capacity to handle multiple tickets, tasks, and priorities simultaneously.

• Comfortable participating in customer calls or video meetings for troubleshooting purposes.

• Eagerness to quickly learn new tools, systems, and workflows.

• Ability to work independently in a remote setting.

🏝️ Benefits

• Competitive Salary: Receive a USD salary that corresponds with your skills and experience.

• Paid Time Off: We prioritize work-life balance by offering PTO for you to recharge.

• Health Insurance Subsidy: Your health is important to us, and we provide a subsidy to assist with your care.

• Annual Salary Reviews!

• Paid Training and Certifications.