Technical Customer Support Specialist

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

📋 Description

• Deliver front-line technical support to Measured customers.

• Address customer support inquiries through ticketing system, email, Slack, and chat.

• Assess the severity and impact of incoming support requests and determine appropriate routing.

• Troubleshoot common technical issues such as login challenges, access permissions, and basic navigation on the platform.

• Provide clear, friendly, and professional answers to customer queries.

• Escalate more complex technical problems to Technical Support Engineers.

• Follow up with customers to ensure their issues are resolved satisfactorily.

• Effectively manage the ticket queue to meet response time and resolution SLAs.

• Assist customers in navigating Measured's platform and explain its features.

• Guide customers through routine tasks like generating reports or exporting data.

• Conduct initial investigations into data quality concerns.

• Accurately document support interactions in the ticketing system.

• Collaborate with Customer Success Managers to keep them updated on technical issues.

• Enhance technical knowledge of Measured's platform and data architecture.

⛳️ Requirements

• 1-3 years of experience in customer support, technical support, or customer success within B2B SaaS or technology firms.

• Basic technical skills with the ability to learn data platforms, software applications, and familiarity with AI tools and an Agentic approach to operational workflows.

• Exceptional written and verbal communication abilities with a customer-friendly, professional tone.

• Strong analytical skills to systematically troubleshoot issues.

• A customer-first mindset characterized by patience, empathy, and a dedication to providing excellent experiences.

• Capable of managing multiple priorities and thriving in fast-paced environments.

• Experience with ticketing systems (e.g., Zendesk, Intercom, Freshdesk, Jira Service Desk) or a willingness to learn.

• Comfortable navigating ambiguity and quickly acquiring new concepts.

• Detail-oriented with robust organizational skills and a strong sense of follow-through.

• BA/BS preferred; background in business, communications, or a related field.

🏝️ Benefits

• Fully remote work environment.

• Competitive total rewards package and flexible paid time off.

• Opportunities to contribute through Measured for Good initiatives.

• Engaged, diverse, and inquisitive workplace culture.

• Award-winning technology supported by an agile, collaborative team.