Technical Support Specialist II – Governance and Ops

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

📋 Description

• Resolve customer issues by utilizing internal and external documentation, various tools, and escalation resources to ensure exceptional customer experiences.

• Achieve Smartsheet Product Certification and assist customers through multiple channels, including email, phone, and chat.

• Collaborate with leadership to achieve or surpass performance objectives in areas such as customer satisfaction, quality assurance, and attendance.

• Develop expertise in a designated product area.

• Participate in team projects.

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

• Handle additional responsibilities as assigned.

⛳️ Requirements

• Exceptional written, verbal, and interpersonal communication abilities.

• Minimum of 1 year of experience in Technical or Customer support, or equivalent.

• Capability to exhibit empathetic and confident ownership of issues, reassuring customers that if their problem cannot be resolved, they will be directed to the appropriate resource.

• Familiarity with the assigned feature is advantageous.

• Willingness to work flexible hours, as this role requires availability outside of standard business hours.

🏝️ Benefits

• Comprehensive Health & Life insurance coverage for full-time employees and their families.

• Monthly stipend to enhance your work and productivity.

• 12 days of paid vacation plus a Flexible Time Away Program.

• 20 weeks of fully paid maternity leave.

• 12 weeks of fully paid paternity/adoption leave.

• A personal paid Volunteer Day to give back to the community.

• Opportunities for professional growth and development, including access to LinkedIn Learning online courses.

• Company-sponsored perks, including a counseling membership and a personal Smartsheet account.

• Teleworking options from any registered location in Costa Rica (role-specific).