Technical Support Specialist

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

📋 Description

• Deliver technical assistance through phone, chat, email, and web platforms.

• Oversee and document tickets and incidents within support systems.

• Analyze, diagnose, and resolve technical challenges.

• Conduct troubleshooting and root cause analysis.

• Keep accurate records and monitor the status of cases.

• Aid in configurations and validations utilizing SQL and HTML.

• Work collaboratively with Product and Engineering teams to address incidents.

• Engage in training sessions about internal technologies.

• Ensure a superior customer experience across all communication channels.

⛳️ Requirements

• Minimum of 1 year experience in technical support, Service Desk, or customer service roles.

• Background in providing support for SaaS products.

• Familiarity with tools like HubSpot, Zendesk, ServiceNow, Salesforce, or similar platforms.

• Understanding of SQL and database concepts.

• Knowledge of HTML.

• Experience in ticket management and documentation processes.

• Strong analytical abilities and a problem-solving approach.

• Advanced proficiency in English.

• Exceptional communication and customer service skills.

• University degree or equivalent professional experience is preferred.

• Experience with government or municipal entities is a plus.

• Availability to work Monday to Friday, from 8:30 AM to 5:00 PM ET.

🏝️ Benefits

• Indefinite term contract.

• Full-time position.

• 100% remote work option.

• Advanced English (C1 level) environment.