Technical Support Expert 2

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

📋 Description

• Deliver product assistance for a diverse array of customer inquiries received through telephone, email, social media, and chat.

• Evaluate the nature of product or service challenges and address a variety of intricate support issues.

• Document customer interactions and classify/tag issues appropriately.

• Maintain a consistent monthly volume of ticket resolution.

• Serve as the escalation point for moderately complex issues within support, and escalate to Product and Engineering teams when necessary.

• Discover opportunities to enhance existing processes and procedures.

• Guide newer members of the Customer Support team in handling customer concerns.

• Contribute to the knowledge base to facilitate team and customer empowerment.

• Ensure that Support SLAs and CSAT goals are consistently achieved, with well-managed ticket queues.

• Handle incident reports and be available for on-call duties.

⛳️ Requirements

• 3-4 years of experience in a client-facing customer/technical support role, providing support for Email, Communications, SaaS, or related technologies.

• A proven track record of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback.

• Proficiency in communicating complex technical issues to both technical and non-technical audiences via phone or email.

• Strong and creative problem-solving abilities.

• Quick to learn, proactive, and committed to thorough follow-through.

• Demonstrated capacity to remain calm and effective under higher workloads, excelling in prioritization and assessing situational urgency.

• A high-energy, optimistic perspective and a positive demeanor.

• An empathetic approach to troubleshooting and customer service.

• Attention to detail, with the ability to quickly adapt to new products, technologies, and evolving customer or business requirements.

• Accountability - Willingness to take responsibility for the outcomes resulting from personal choices, behaviors, and actions. Own situations that they are involved in.

• Self-motivation - Driven to achieve goals due to personal enthusiasm or interest, without requiring pressure from others.

• Focus - Committed to accomplishing set goals before initiating new projects. Complete tasks and objectives linked to the company, rather than merely being busy.

• Experience with incident communication and on-call responsibilities.

• Familiarity with the following:

• Supporting Email (or similar) REST APIs.

• Email Deliverability.

• JIRA/Confluence experience (a plus).

• Snowflake.

• Terminals (command prompt).

🏝️ Benefits

• Competitive compensation.

• Generous paid time off.

• Ample parental and wellness leave.

• Comprehensive healthcare coverage.

• A retirement savings program.

• Support for volunteering and donation initiatives.