Technical Support Advocate – T1

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

📋 Description

• Address customer inquiries through chat and email utilizing Intercom

• Identify and resolve technical issues related to presentations, website creation, account management, and platform functionalities

• Assist users in navigating Gamma’s AI content generation, template customization, publishing, and collaboration tools

• Deliver accurate and prompt solutions while maintaining a professional and empathetic demeanor

• Document customer interactions, monitor recurring problems, and aid in enhancing the knowledge base

• Refer complex technical matters to Tier 2 support or development teams

• Educate users on the platform's features and best practices for creating presentations and websites

• Uphold high standards for response times, accuracy, and customer satisfaction

⛳️ Requirements

• A minimum of 2 years of experience in SaaS customer or technical support, ideally within technology or SaaS settings

• Knowledge of help desk or ticketing systems (experience with Intercom is a plus)

• Familiarity with website-building tools, content management systems, or presentation software

• Strong technical ability for troubleshooting digital platforms and web applications

• Excellent written communication skills with the capability to convey technical concepts clearly

• Comfortable using multiple software applications concurrently

• Strong collaboration and verbal communication skills for effective internal teamwork

• Patience, empathy, and active listening skills to comprehend customer needs

• Organizational efficiency in time management and the ability to manage various ongoing initiatives

• Strong organizational and time management abilities with the capacity to handle multiple projects

• Proficiency in data analysis and process or operations improvement

• Detail-oriented with a proactive approach to problem-solving

• Ability to work collaboratively within a team and adapt to evolving project requirements

• Experience supporting creative professionals, small businesses, or startups (preferred)

• Familiarity with presentation software such as Gamma, PowerPoint, Google Slides, or Canva (preferred)

• Knowledge of AI-powered tools or generative platforms (preferred)

🏝️ Benefits

• Comprehensive health and wellness benefits

• Flexible work hours and remote work options

• Opportunities for professional development and growth

• A collaborative and supportive team environment

• Access to cutting-edge technology and resources