Technical Support Expert

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 range of complex support issues.

• Document customer interactions and appropriately tag/categorize issues.

• Maintain a consistent resolution rate for a monthly volume of support tickets.

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

• Identify opportunities to enhance current processes and procedures.

• Guide and mentor newer members of the Customer Support team in handling customer issues.

• Contribute knowledge base content to aid both the team and customer enablement.

• Ensure adherence to Support SLAs and CSAT objectives, and effectively manage ticket queues.

• Participate in incident reporting and be available for on-call duties.

⛳️ Requirements

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

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

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

• Strong and innovative problem-solving abilities.

• Quick learner, proactive, and demonstrates excellent follow-through.

• Ability to maintain composure and effectiveness under higher workloads, excelling in prioritization and evaluation of situational urgency.

• High-energy, optimistic demeanor and a positive attitude.

• An empathetic approach to troubleshooting and customer service.

• Strong attention to detail, with the capability to rapidly adapt to new products, technologies, and shifting customer or business needs.

• Accountability - Willingness to take responsibility for outcomes resulting from personal choices, behaviors, and actions, including ownership of situations they are involved in.

• Self-Motivation - Driven to achieve goals out of personal enthusiasm or interest, without requiring external pressure.

• Focus - Committed to completing set objectives before pursuing new initiatives, ensuring that company-linked goals and tasks are prioritized over mere activity.

• 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 pay.

• Generous time off.

• Ample parental and wellness leave.

• Healthcare coverage.

• Retirement savings program.