Technical Support Representative (Latin America)

A Customer Support Engineer role focused on addressing inquiries, resolving technical issues, and providing excellent customer service. Suitable for individuals with technical background, problem-solving skills, and strong communication abilities.

Location: Remote

Responsibilities

• Managing a significant volume of incoming support tickets.
• Providing assistance in response to product inquiries.
• Receiving and addressing technical requests.
• Triage tickets to the appropriate Level 2 teams.
• Adhering to established communication procedures, guidelines, and policies.
• Delivering accurate, valid, and comprehensive information utilizing appropriate methods/tools.
• Building sustainable relationships and trust with customers through transparent communication.
• Addressing customer complaints, offering suitable solutions and alternatives within specified timeframes; ensuring follow-up to confirm resolution.
• Maintaining records of customer interactions, processing customer accounts, and organizing documents.
• Going above and beyond to engage with customers.
• Performing additional duties or assignments as directed by the Team Manager.

Requirements

• A degree in Computer Science or a related field, or equivalent work experience.
• Strong verbal and written communication skills in English.
• Ability to convey information clearly to technical and non-technical audiences.
• Basic knowledge of KPIs and metrics.
• Attention to detail.
• Flexibility in work scheduling.
• Technical and diagnostic skills, analytical aptitude, and foundational mechanical skills.
• Understanding of Agile, ITIL, and COBIT frameworks (beneficial).
• Proficiency with Zendesk, Jira, and Salesforce.
• Familiarity with Confluence and documentation skills.
• Moderate proficiency in Salesforce.
• Basic knowledge of HubSpot.
• Understanding of web development (HTML, CSS, JavaScript).
• Knowledge of debugging techniques and browser console logs.
• Understanding of computer networks, HTTPS/HTTP, IP addresses, domain names, firewalls, proxy servers.
• Foundational understanding of SSO, XML, JSON (advantageous).

Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.