Technical Support Specialist

Posted 3 days agoViewed

💎 Seniority level: Entry, 1-3 years

📍 Location: Mexico

🔍 Industry: Internet of Things (IoT)

🗣️ Languages: English

⏳ Experience: 1-3 years

🪄 Skills: Cloud ComputingTroubleshootingTechnical supportSaaS

Bachelor’s degree or higher in a technical discipline such as computer science or engineering
1-3 years of experience in a technical product support role
Technical know-how - comfortable interfacing with engineers and translating technical concepts
Interest and ability to work in a fast-growing environment with changing responsibilities
Technical expertise in cloud applications, mobile computing, and hardware device troubleshooting
Able to work flexible hours - nights and weekends a plus

Respond to inbound customer requests for assistance through live channels (phone and chat)
Collaborate with other customer support teams to communicate and escalate customer issues in a timely fashion
Self-manage personal workload in an effective and efficient manner
Utilize available knowledge, tools, and resources to resolve customer issues
Clearly and concisely document communications with customers
Champion, role model, and embed the company’s cultural principles

Posted about 1 month ago

📍 South America, Mexico, Canada, Colombia, South Africa

🔍 SaaS, Creator space

🔧 Requirements

3-4 years of technical support experience in a SaaS environment, ideally within the Creator space.
Technical proficiency with HubSpot and experience working with remote teams.
Ability to collaborate across functions, including engineering and sales.
Self-motivated with strong problem-solving skills and a focus on process improvement.
Passion for understanding customer needs and driving value for customers.

💡 Responsibilities

Deliver outstanding Tier 2 support by resolving technical issues swiftly and effectively.
Identify and implement improvements in customer support processes for enhanced efficiency.
Engage proactively with the product, providing suggestions for improvements through feedback.
Maintain high customer satisfaction scores while managing customer inquiries.
Work during US time zones (ET or PST) to provide timely support.

Cross-functional collaborationTechnical supportSaaS

Posted about 1 month ago