Technical Support Consultant
New
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SupportYourAppSaaS
Brasília, Brasília, Brazil. Bogotá, Bogota, Colombia. Buenos Aires, Buenos Aires, Argentina. Lima, Callao Region, Peru, UTCFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 1 year
Requirements
- Excellent English skills (at least C1 for both spoken and written)
- At least 1 year of experience in technical support
- Strong understanding of mobile app troubleshooting (login, payment, bugs)
- Knowledge of Bluetooth connectivity and app permissions
- Familiarity with Intercom
- Familiarity with live chat platforms
- Familiarity with internal monitoring dashboards
- Excellent writing and communication skills
- Ability to learn and follow precise procedures
- Strong analytical thinking and research skills
- Positive, proactive and responsible attitude
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
Responsibilities
- Take full ownership of user inquiries, handling cases from first response to final resolution
- Remotely diagnose connectivity and app-related issues to provide step-by-step guidance to users
- Manage "on-the-spot" urgent scenarios occurring at physical stations, requiring fast situational awareness
- Execute quick actions regarding refunds, escalations, and compensations based on project guidelines
- Deliver clear and concise support via chat and email while maintaining a customer-centric, empathetic approach
- Keep up with evolving tools and technology
- Handle sensitive customer data with care and security
- Apply the latest and greatest customer happiness practices
- Maintain deep understanding of client solutions and meet KPI
- Communicate with developers and cross-functional specialists
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