Technical Customer Support Specialist
New
A
AgentTechnology services
Latin America (Remote), Monday to Friday, 9 AM - 5 PM US Eastern TimeFull-TimeMiddle
Salary1,400 - 1,800 USD per month
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Job Details
- Languages
- Fluent English
- Experience
- 2+ years
- Required Skills
- JiraTechnical supportSaaSZendesk
Requirements
- 2+ years of experience in technical support, SaaS, or a related customer support role
- Fluent English communication skills (written and verbal)
- Experience in dental practice management software
- Experience in dental imaging software
- Experience using ticketing systems (e.g., Zendesk, Freshdesk, Intercom, Jira Service Management, or similar)
- Experience with Zapier and Trello or similar workflow/project management tools
- Strong troubleshooting and problem-solving abilities
- Excellent organizational skills and attention to detail
- Ability to explain technical concepts clearly to non-technical users
- Comfortable learning software applications and technical systems
Responsibilities
- Respond to customer inquiries via phone, email, and chat.
- Troubleshoot software and technical issues and provide effective solutions.
- Investigate problems, identify root causes, and implement fixes or workarounds.
- Maintain accurate records of customer interactions and resolutions in the support ticketing system.
- Create and update knowledge base articles, FAQs, and internal documentation.
- Escalate complex issues to engineering or product teams when necessary.
- Follow up with customers to ensure issues have been fully resolved.
- Collaborate with product, engineering, and sales teams to communicate customer feedback and product improvement opportunities.
- Meet response and resolution service-level targets while maintaining high-quality support.
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