(native Spanish) Technical Support Consultant (LATAM, remote)

About the Role

The Technical Support Consultant role is a vital component of SupportYourApp's customer support ecosystem, requiring a unique blend of technical, communication, and problem-solving skills. You will be working with a range of clients, from small startups to large enterprises, providing tailored support to meet their specific needs.

SupportYourApp is committed to fostering a culture of continuous learning and professional development, with opportunities for training and upskilling to help you stay up-to-date with the latest technologies and industry trends.

What You Will Do

• Deliver outstanding customer support via chats, emails, and tickets, utilizing your technical expertise to troubleshoot issues and resolve problems efficiently
• Manage troubleshooting processes, handling escalations, and maintaining a backlog of support requests
• Build strong and lasting customer relationships, providing personalized support and guidance to clients
• Keep up-to-date with evolving tools and technologies, applying your knowledge to improve customer support outcomes
• Handle sensitive customer data with care and security, adhering to SupportYourApp's data protection policies and procedures
• Apply the latest customer happiness practices, striving to exceed customer expectations and deliver exceptional support experiences
• Maintain a deep understanding of client solutions, meeting KPIs and striving for continuous improvement
• Communicate effectively with other teams, collaborating to achieve common goals and resolve complex issues
• Utilize HubSpot and Excel to manage customer support requests, track performance metrics, and analyze trends

What We Are Looking For

• Native Spanish and excellent English skills (at least C1 for both spoken and written)
• Technical Support experience, with a strong understanding of software troubleshooting and problem-solving
• Proficient in Windows, Linux, and MacOS, including fundamental diagnostic commands
• Knowledge of cybersecurity and fundamental understanding of vulnerability management concepts (e.g., CVEs, risk scoring, false positives)
• Experience with ticketing systems (e.g., HubSpot, Jira) and ability to quickly learn new tools and technologies
• Strong analytical thinking and research skills, with ability to apply critical thinking to complex problems
• Willingness to work a flexible schedule, with ability to adapt to changing priorities and deadlines
• Positive, proactive, and responsible attitude, with a strong commitment to delivering exceptional customer support
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload)

Nice to Have

• Experience with APIs and Webhooks for troubleshooting connection issues
• Ability to read and interpret scripting logic (e.g., Bash, PowerShell) and understand execution errors
• Knowledge of customer happiness practices and experience with delivering exceptional customer support
• Familiarity with project management tools and methodologies, with ability to apply agile principles to support delivery

Benefits and Perks

• Flexible schedule, with ability to work from home and manage your own workload
• Opportunity to cooperate fully remotely, with a global team of professionals
• Inclusive international environment, with opportunities for cultural exchange and learning
• Compensation in USD, with rewards for referrals and performance-based bonuses
• Balance between project workload and personal time, with a focus on employee well-being and self-care
• Responsive leadership interested in your development and long-lasting cooperation, with opportunities for training and upskilling
• Greenhouse conditions for self-development, with a culture built on trust and no time-tracking requirements

• Tip: Make sure to highlight your technical skills and experience in your resume and cover letter, as these will be critical in demonstrating your ability to succeed in this role.
• To stand out, focus on showcasing your problem-solving skills and ability to work independently, as these are key requirements for success as a Technical Support Consultant.
• When preparing for your interview, research SupportYourApp's company culture and values, and be ready to discuss how your skills and experience align with these.
• Be prepared to provide specific examples of your experience with customer support software, such as HubSpot and Excel, and how you have applied these tools to deliver exceptional customer support.
• Consider creating a portfolio of your work, including examples of support cases you have resolved and customer feedback you have received, to demonstrate your skills and experience to potential employers.
• When negotiating your salary, be sure to research the market rate for Technical Support Consultants in your region, and be prepared to discuss your expectations and requirements.
• Red flag: Be cautious of companies that do not provide clear information about their company culture, values, and expectations, as this can indicate a lack of transparency or accountability.