Product Support Specialist
New
Bogotá / Argentina / Florianópolis / Lima / Mexico City / Rio de Janeiro / San José / San Salvador / Santo Domingo / TegucigalpaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1-2 years
- Required Skills
- HTMLCSSJavascriptJiraRESTful APIsTroubleshootingTechnical supportCustomer Success
Requirements
- Previous experience in a troubleshooting environment.
- 1-2 years of technical support experience.
- Solid understanding of tech fundamentals and modern tools (Slack, Notion, Intercom, JIRA, Gainsight).
- Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs).
- Ability to troubleshoot and utilize resources for baseline technical topics.
- Strong customer focus and empathy.
- Strong verbal and written communication skills.
- Critical thinking and independent problem-solving abilities.
- Demonstrated success working with KPIs or other metrics.
Responsibilities
- Communicate efficiently with customers via Intercom and video calls.
- Own customer issues from initial contact through resolution or escalation.
- Maintain expert-level knowledge of the Swapcard platform.
- Collaborate with the Success team to ensure a high-quality customer experience.
- Work with Product teams to report bugs and suggest product improvements based on customer feedback.
- Identify and fill gaps in Help Center content.
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