Technical Support Specialist
H
HireframeTechnical support
Workable workplace: remote; Workable locations: Philippines. Mexico, Must have prior US-hours experience.Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Spanish/English bilingual is strongly preferred.
- Experience
- 3+ years in customer-facing technical support or remote troubleshooting.
- Required Skills
- JiraZendeskTechnical support
Requirements
- Have 3+ years of customer-facing technical support or remote troubleshooting experience.
- Have prior experience working US hours.
- Have helped build or standardize processes such as SOPs, macros, knowledge bases, or escalation paths.
- Be able to work through ambiguous situations without relying on a script.
- Be comfortable speaking with non-technical end users and engineers or field technicians.
- Bring technical aptitude, critical thinking, and strong phone skills.
- Spanish/English bilingual ability is strongly preferred.
- Experience with hardware, connected devices, appliances, or field service is a strong plus.
- HVAC experience is a nice to have.
Responsibilities
- Troubleshoot known product issues with customers using company procedures and diagnostic tools.
- Ask diagnostic questions, document findings, and determine the appropriate next step.
- Own assigned cases through resolution, including customer updates and follow-up.
- Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
- Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
- Maintain accurate case records in Zendesk, Jira, and other support systems.
- Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
- Work with Customer Experience, Field, and Engineering as support processes evolve.
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