Technical Support Specialist
New
S
SchoolMintEducation Technology
Remote in San Jose, Costa Rica / Hybrid in Lafayette LA., CST (Central Standard Time)Full-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1-2 years
- Required Skills
- SQLRESTful APIsProblem SolvingSaaSTechnical supportCustomer support
Requirements
- 1-2 years of experience in technical support, SaaS support, help desk, or other customer-facing technical roles.
- Demonstrated technical aptitude and ability to learn complex software products and integrations.
- Strong problem-solving skills, including investigative research and pattern identification.
- Excellent written and verbal English communication skills.
- Ability to explain technical concepts clearly to varied audiences.
- Strong listening and questioning skills to uncover underlying problems and business impact.
- Ability to manage competing priorities across phone, chat, email, and ticketing channels.
- Strong organization, time management, and documentation skills.
- Adaptability, openness to coaching, and commitment to continuous learning.
Responsibilities
- Serve as the first point of contact and primary owner for customer inquiries received through tickets, email, phone, and live chat.
- Investigate issues by asking diagnostic questions, reproducing reported behavior, and reviewing system information.
- Resolve issues within Tier 1 scope and partner with Tier 2/3 specialists for complex escalations.
- Document customer interactions, troubleshooting steps, and resolutions accurately in the support system.
- Identify recurring issues and contribute to knowledge-base content improvement.
- Provide consultative guidance to customers, recommending workflow best practices and product capabilities.
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