Technical Support Specialist

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

📋 Description

• Resolve customer inquiries effectively with care, accuracy, and promptness.

• Manage, respond to, and de-escalate incoming customer support requests while ensuring professionalism and customer satisfaction.

• Troubleshoot all facets of the client's platform and technology.

• Assist in handling escalations by collaborating cross-functionally with Support, Customer Success, Product, and Engineering teams.

• Maintain comprehensive support documentation for both internal and external purposes.

• Help in the development of best practices, team processes, and peer training initiatives.

• Advocate for customers, promoting solutions that facilitate their success with the client software.

⛳️ Requirements

• 0–2 years of experience in B2B software customer support.

• Proven ability to assess, troubleshoot, and prioritize customer issues, as well as replicate and document them for escalation purposes.

• Preferred experience in troubleshooting audio/video (AV) software, hardware, and setups.

• Preferred experience in diagnosing and troubleshooting complex network and security issues.

• A genuine curiosity and passion for solving intricate problems.

• Strong skills in troubleshooting, evaluation, and triage.

• Ability to replicate and document issues clearly for escalation.

• Professional demeanor and ability to maintain composure when de-escalating customer requests.

• A team-oriented approach, comfortable working cross-functionally with Support, Customer Success, Product, and Engineering teams.

• Excellent written and verbal communication skills.

• A customer advocacy mindset, truly dedicated to assisting customers in succeeding with the product.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional growth and development.

• Flexible work arrangements and a supportive work environment.

• Paid time off and holidays.