Technical Support Specialist

Your tasks

We are looking for a Technical Support Specialist to provide technical support to users of a SaaS platform used by local governments and municipalities. The successful candidate will be responsible for managing incidents, resolving technical issues, and ensuring an excellent customer experience across various communication channels.

• Provide technical support via phone, chat, email, and web.
• Manage and document tickets and incidents within support platforms.
• Investigate, diagnose, and resolve technical issues.
• Perform troubleshooting and root cause analysis.
• Maintain up-to-date records and track the status of cases.
• Assist with configurations and validations using SQL and HTML.
• Collaborate with Product and Engineering teams to resolve incidents.
• Participate in training sessions regarding internal technologies.

Requirements

• At least 1 year of experience in technical support, Service Desk, or customer support roles.
• Experience providing support for SaaS products.
• Proficiency with tools such as HubSpot, Zendesk, ServiceNow, Salesforce, or similar platforms.
• Knowledge of SQL and databases.
• Knowledge of HTML.
• Experience in ticket management and documentation.
• Strong analytical skills and a problem-solving mindset.
• Advanced English proficiency.
• Excellent communication and customer service skills.

Preferred Qualifications

• Experience working with government or municipal entities.
• University degree or equivalent professional experience.

What are we looking for? We are seeking individuals who are passionate about technology, customer-focused, and capable of solving complex problems in a dynamic environment. If you enjoy helping users and want to be part of a global team, we would love to meet you! Apply by submitting your updated resume.

-Requerimientos-

• Educación mínima: Universidad / Carrera tecnológica
• 1 año de experiencia
• Idiomas: Inglés
• Palabras clave: apoyo, support, soporte, especialista

Other

Work Arrangement

• 100% Remote
• Advanced English (C1 level)
• Schedule Monday to Friday 8:30 AM 5:00 PM ET