Technical Support Specialist

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

📋 Description

• Receive and address escalated customer cases concerning both technical and functional inquiries or issues;

• Manage a variety of intricate problems related to different platforms, operating systems, applications, integrations, inbound/outbound calls, caller ID, and calling features. Analyze, replicate, and contribute to finding resolutions;

• Support the Frontline Support team by training them on specific topics and enhancing the escalation process to the Technical Support team. Educate the Customer Support Team on relevant subjects and create as well as maintain internal documentation;

• Collaborate closely with developers and product management colleagues to diagnose, comprehend, and resolve issues. Mitigate risks associated with potential features and introduce best practices to the Customer Support Team;

• Take initiative with both internal and external stakeholders to identify and resolve systemic issues, while suggesting product enhancements and potential workarounds. Advocate for and assist in implementing process improvements;

• Monitor Customer Support metrics to proactively detect trends and recurring problems. Follow up with customers to ensure sustained high levels of satisfaction.

⛳️ Requirements

• A knack for delivering exceptional customer service, including clear communication, problem-solving, and technical writing skills in English (additional languages are a plus);

• Strong organizational abilities with the capacity to manage multiple issues concurrently in a dynamic and fast-paced environment;

• A positive self-starter, eager to tackle complex issues, capable of taking direction, and working effectively in a team setting;

• A commitment to continuous improvement and willingness to explore various approaches and perspectives;

• An empathetic and active listener, able to view each situation from another person's perspective;

• Ability to learn and support new products and features;

• Self-motivated to seek out knowledge and improve skills independently;

• Basic knowledge of telephony routing concepts, including IVR, ACD, and DTMF;

• Foundational understanding of the OSI model;

• Experience with ticket-based enterprise workflow management systems and applying ITIL principles. Familiarity with Zendesk and Atlassian products, particularly JIRA;

• Basic knowledge of Operating Systems (Windows, Mac OS, Android, iOS);

• Proficiency in reading, parsing, and manipulating various technical formats such as XML, EDI, and CSV;

• Familiarity with logging tools like DataDog;

• Experience with reporting tools such as Looker;

• Knowledge of APIs, including the use of Postman, SOAPui, and Webhooks;

• Competency in troubleshooting using browser developer console and basic understanding of HTML;

• Comfortable working with SQL;

• Experience with CRM tools such as Salesforce, Hubspot, Zoho, etc.

🏝️ Benefits

• Competitive salary package and benefits, including health coverage, lunch, commuting allowances, and sports activities.