Technical Support Representative (Latin America)

About the Role

The team you will be working with is dedicated to providing top-notch support, and your contributions will be essential to maintaining the high level of service that customers expect. Your day-to-day responsibilities will include managing a significant volume of incoming support tickets, providing assistance in response to product inquiries, and receiving and addressing technical requests. You will also be responsible for triaging tickets to the appropriate Level 2 teams and adhering to established communication procedures, guidelines, and policies.

What You Will Do

• Manage a significant volume of incoming support tickets and prioritize them based on severity and urgency
• Provide assistance in response to product inquiries and offer guidance to clients encountering technical challenges
• Receive and address technical requests, ensuring that all issues are resolved in a timely and satisfactory manner
• Triage tickets to the appropriate Level 2 teams, ensuring that complex issues are handled by the right experts
• Adhere to established communication procedures, guidelines, and policies to maintain consistency and quality in your interactions with customers
• Deliver accurate, valid, and comprehensive information utilizing appropriate methods and tools
• Build sustainable relationships and trust with customers through transparent communication and proactive issue resolution
• Address customer complaints, offering suitable solutions and alternatives within specified timeframes and ensuring follow-up to confirm resolution
• Maintain records of customer interactions, process customer accounts, and organize documents in accordance with company policies
• Go above and beyond to engage with customers, providing exceptional service that exceeds their expectations
• Perform additional duties or assignments as directed by the Team Manager to support the team and the company

What We Are Looking For

• A degree in Computer Science or a related field, or equivalent work experience, is preferred
• Strong verbal and written communication skills are essential for effective and precise communication in English
• The ability to convey information clearly and understandably to both technical and non-technical audiences is required
• Basic knowledge of Key Performance Indicators (KPIs) and metrics is necessary
• Attention to detail is crucial for success in this role
• Flexibility in work scheduling to meet business requirements is expected
• The candidate must possess technical and diagnostic skills, as well as the analytical aptitude to identify and resolve complex issues, alongside foundational mechanical skills
• A fundamental understanding of frameworks such as Agile, ITIL, and COBIT is beneficial
• Proficiency with ticketing systems, including Zendesk, Jira, and Salesforce, is required
• Familiarity with Confluence for maintaining a Support knowledge base is essential, as well as documentation skills
• Moderate proficiency in Salesforce is needed to search for details and perform occasional basic editing
• Basic knowledge of HubSpot is required
• A solid understanding of web page development (HTML, CSS, JavaScript) is necessary
• Knowledge of standard debugging techniques for website issues is essential
• Experience using a web browser console log during the debugging process is expected

Nice to Have

• Familiarity with XML and JSON formats is advantageous
• Knowledge of public IP addresses and domain names is essential
• Understanding of firewalls and proxy servers is necessary
• Foundational understanding of Single Sign-On (SSO) is preferable

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing company
• Collaborative and supportive team environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Access to cutting-edge technologies and tools
• Recognition and reward for outstanding performance

• When applying, make sure to highlight your experience with HubSpot and Salesforce, as well as your strong communication skills. Showcase specific examples of how you have effectively resolved complex technical issues in the past.
• To stand out, demonstrate your ability to work independently and as part of a team, and emphasize your flexibility in adapting to changing priorities and deadlines.
• Prepare for the interview by reviewing common technical support interview questions and practicing your responses. Be ready to provide examples of your problem-solving skills and technical expertise.
• During the interview, ask informed questions about the company culture, team dynamics, and opportunities for growth and development. This will demonstrate your interest in the role and the company.
• When negotiating salary, consider the company's budget and the market rate for the position. Be prepared to discuss your expectations and requirements, and be flexible in your negotiations.
• Research the company's values and mission to ensure they align with your own goals and expectations. This will help you determine whether the company is a good fit for you and your career aspirations.