
Technical Support Specialist
3 days ago
The primary function of a Technical Support Specialist is to provide centralized support by bridging the gap between clients and technical solutions.
This role involves handling multiple customer support activities, including receiving incoming calls, chats, emails & tickets to deliver end-to-end technical and general support resolution to customers.
- Determine issue root causes, research, and follow-up steps for resolution of issues
- Respond to incoming calls & chats
- Troubleshoot device and networking issues reported by users, acting as a liaison between customers, mobile carriers, and internal teams to provide accurate and timely resolution
- Deliver customer service/tech support via incoming phone calls, email, and chat
- Identify and assist in resolving all issues identified during regular operations
- Document all calls, chats, and email support in English and Portuguese/Spanish
- Review deliverables of support team members and provide necessary guidance to ensure timely deliverables to stakeholders
Skill set & Qualifications:
- Portuguese/Spanish & English-speaking candidate required to support SaaS product development
- Excellent organizational skills with an appreciation for process and documentation
- A team player who thrives in a collaborative environment
- Ability to quickly learn how to troubleshoot devices and provide step-by-step instructions
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