Part-time Technical Support Specialist
New
H
HireframeTechnical support
Location: Peru, Sat + Sun, 9 am - 7 pm EST; Thurs - Sun, 4 pm - 9 pm ESTPart-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Spanish/English bilingual is strongly preferred.
- Experience
- 1–2+ years of customer support
- Required Skills
- JiraZendeskCritical thinkingCustomer support
Requirements
- Have 1–2+ years of customer support experience.
- Be comfortable communicating with customers by phone.
- Follow procedures well.
- Spanish/English bilingual ability is strongly preferred.
- Technical aptitude, critical thinking, and phone skills are preferred.
- 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, providing timely 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 summary of symptoms, troubleshooting completed, and supporting information.
- Maintain accurate case records in Zendesk, Jira, and other support systems.
- Identify recurring issues and gaps, and help improve troubleshooting procedures, support documentation, and tools.
- Work with Customer Experience, Field, and Engineering as support processes evolve.
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