Technical Support Specialist II

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

📋 Description

• Diagnose and resolve customer issues utilizing both internal and external resources, tools, and escalation procedures.

• Achieve Smartsheet Product Certification.

• Assist customers via email, phone, and chat communications.

• Collaborate with leadership to achieve or surpass customer satisfaction, quality assurance, and attendance objectives.

• Develop expertise in a specific product area.

• Participate in team projects and initiatives.

• Provide and receive constructive feedback regarding team processes and leadership effectiveness.

• Handle additional responsibilities as assigned.

• Report to a Support Manager and work alongside team members worldwide.

⛳️ Requirements

• Outstanding written, verbal, and interpersonal communication abilities.

• Minimum of 1 year in technical or customer support roles, or an equivalent background.

• Demonstrated capacity for empathetic and confident issue ownership.

• Knowledge of assigned features is advantageous.

• Willingness to work flexible hours, including outside of standard business hours.

• Must be a resident of Costa Rica.

🏝️ Benefits

• Commitment to equal employment opportunities and a diverse work environment.

• Opportunity to explore, innovate, and develop beyond the current role.

• Eligibility for remote work within Costa Rica.