Technical Support Specialist

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

📋 Description

• Diagnose and resolve known product issues with customers by utilizing the company's established procedures and diagnostic tools.

• Pose effective diagnostic questions, document the findings, and ascertain the appropriate next steps.

• Manage assigned cases to resolution, ensuring timely updates and follow-ups with customers.

• Collaborate with customers, service partners, and internal teams to organize field visits and monitor outcomes.

• Refer complex issues to Engineering, providing a clear summary of symptoms, the troubleshooting performed, and relevant supporting information.

• Keep accurate records of cases in Zendesk, Jira, and other support systems.

• Identify recurring issues or gaps and contribute to enhancing troubleshooting procedures, support documentation, and tools.

• Work closely with Customer Experience, Field, and Engineering teams as support processes develop.

⛳️ Requirements

• Over 3 years of experience in customer-facing technical support or remote troubleshooting.

• Experience with hardware, connected devices, appliances, or field service is highly advantageous.

• Must have experience working during US hours.

• Experience in developing or standardizing processes (SOPs, macros, knowledge base, escalation paths).

• Ability to navigate ambiguous situations without a predefined script.

• Comfortable communicating with both non-technical users and engineers or field technicians.

• Individual contributor role, not a team lead, yet possesses sufficient seniority.

• Bilingual in Spanish and English is strongly preferred.

• HVAC experience is a desirable asset.

• Possess technical aptitude, critical thinking skills, and effective phone communication abilities.

🏝️ Benefits

• Flexibility for permanent remote work.

• Paid Time Off.

• Health Maintenance Organization (HMO) coverage.

• Annual performance bonuses.

• Dedicated coaches provide an additional support and skill-building channel.

• Opportunities for professional growth.