Technical Customer Support Specialist
New
M
MeasuredMarketing technology
Source API remote eligibility restrictions: ArgentinaFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Excellent spoken and written English communication skills
- Experience
- 1-3 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies
- Required Skills
- Microsoft ExcelGoogle SheetsTroubleshootingTechnical supportCustomer support
Requirements
- Have 1-3 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies.
- Bring technical aptitude and the ability to learn data platforms and software applications.
- Have excellent spoken and written English communication skills.
- Use systematic problem-solving to troubleshoot issues.
- Be able to manage multiple priorities in a fast-paced environment and handle requests across 20+ clients within expected SLAs.
- Have experience using ticketing systems such as Zendesk, Intercom, Freshdesk, or Jira Service Desk, or be willing to learn.
- Be comfortable with ambiguity and learning new concepts quickly.
- Have strong organizational skills, attention to detail, and follow-through.
- Have a BA/BS; a background in business, communications, or a related field is preferred.
- Bring basic Excel or Google Sheets skills for data review and validation.
- Intermediate familiarity with marketing platforms and experience with analytics tools are preferred; exposure to SQL or data querying is a plus.
Responsibilities
- Respond to customer inquiries through ticketing systems, email, Slack, and chat within SLA timeframes.
- Triage incoming support requests, assess severity and impact, and resolve, escalate, or redirect them.
- Troubleshoot common platform issues, including login and access problems, navigation, and report generation.
- Guide customers through platform features, workflows, reports, dashboards, data exports, and historical results.
- Investigate basic data-quality questions, verify integrations, and document data gaps or anomalies.
- Escalate complex technical and data-integrity issues to Technical Support Engineers with context and reproduction steps.
- Document support interactions and contribute to troubleshooting guides, FAQs, and customer-facing knowledge base content.
- Coordinate with Customer Success Managers, Technical Support Engineers, Product, and Solutions on customer issues and feedback.
- Track support metrics and participate in scheduled coverage, shifts, and process improvement initiatives.
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