Technical Support Representative
New
Argentina, Brazil, Colombia, Costa Rica, PeruFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- HTMLCSSJavascriptSalesforceJiraNetworkingTechnical supportConfluenceHubSpotZendesk
Requirements
- Degree in Computer Science or a related field, or equivalent work experience.
- Strong verbal and written communication skills in English.
- Basic knowledge of Key Performance Indicators (KPIs) and metrics.
- Proficiency with ticketing systems, including Zendesk, Jira, and Salesforce.
- Familiarity with Confluence and documentation skills.
- Basic knowledge of HubSpot.
- Solid understanding of web page development (HTML, CSS, JavaScript).
- Knowledge of standard debugging techniques for website issues.
- Understanding of computer networks, HTTPS, HTTP, IP addresses, domain names, firewalls, and proxy servers.
- Ability to meet specific technical home office environment requirements.
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.
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