Technical Support Specialist

This is a fully remote position, open to applicants in Mexico, +2 more countries.

📋 Description

• Act as the primary point of contact for customer support inquiries through phone, email, and web-based support platforms.

• Address customer questions in a professional, timely, and customer-centric manner.

• Record support interactions, troubleshooting processes, and issue resolution details within company support systems.

• Collect customer information to identify, diagnose, and resolve software-related issues.

• Oversee system alerts and notifications regarding downtime, restoring service or escalating as needed.

• Diagnose application issues using established procedures, knowledge articles, and diagnostic tools.

• Refer complex technical problems to senior support staff.

• Inform customers of case status, progress, and next steps.

• Guide customers on product functionality and best practices.

• Conduct routine maintenance tasks, including software licensing and rate table updates.

• Offer insights to enhance support processes, internal documentation, and customer resources.

• Engage in training to expand knowledge of products and support procedures.

• Collaborate with internal teams to deliver accurate and effective customer support.

⛳️ Requirements

• High school diploma or GED.

• Excellent customer service and communication abilities.

• Capability to troubleshoot issues and think critically.

• Aptitude to manage multiple tasks in a fast-paced setting.

• Strong written, verbal, and interpersonal communication skills.

• Basic familiarity with Microsoft Windows and Microsoft Office applications.

• Willingness to learn new software applications and technical concepts.

• Preferred: Associate's degree, technical certification, or equivalent experience.

• Preferred: Prior customer support, help desk, or technical support experience.

• Preferred: Experience in supporting software applications.

• Preferred: Knowledge of Salesforce or similar ticketing systems.

• Preferred: Exposure to telecommunications, reporting platforms, or analytics software.

• Availability and flexibility for customer support coverage from Monday to Friday between 7:00 AM and 5:00 PM Central Time.

🏝️ Benefits

• Comprehensive health insurance options.

• Opportunities for professional development and training.

• Flexible working hours.

• Collaborative team environment.