6 дней назад
Technical Support Specialist (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Support Specialist (SaaS): Providing technical product support for a venue management platform with an accent on customer communication, POS and payment-terminal troubleshooting, and platform configuration. Focus on diagnosing complex hardware and software issues, tracking bugs in JIRA, and supporting customers through calls, tickets, and email.
Location: Heredia, Costa Rica; hybrid work environment. The role follows a five-day working week, including one weekend day.
Company
is a global SaaS company providing venue-management software for leisure and attractions businesses, including ticketing, POS, CRM, kiosks, memberships, and digital waivers.
What you will do
- Serve as the first point of contact by answering calls and responding to customer tickets and emails.
- Provide technical product guidance and explain platform capabilities and configurations.
- Configure the platform and troubleshoot POS hardware and payment-terminal issues.
- Document, submit, and track platform bugs through resolution using JIRA.
- Complete administrative and market-research tasks while following global support processes.
- Work with the wider customer support team to deliver high-quality customer experiences.
Requirements
- Must reside in Heredia, Costa Rica.
- Fluent English at C1 level is required.
- 1–2 years of experience in a similar role within a SaaS or POS payments business.
- Experience with ticketing systems, particularly Salesforce Service Cloud.
- Strong troubleshooting, communication, organizational, time-management, and customer-service skills.
- Formal IT qualifications are required; a related bachelor’s degree is a bonus.
Nice to have
- Experience troubleshooting payment systems and APIs.
- A related bachelor’s degree.
Culture & Benefits
- Hybrid work within a global customer support team.
- Four additional Recharge days per year if company goals are met.
- Team Member Assistance Program with coaching, educational modules, and webinars.
- Individual learning and development budget with career-growth opportunities.
- Team events, social activities, fundraising, and cause-related initiatives.
Hiring process
- Initial call with the Talent Acquisition Manager.
- Hiring Manager interview followed by a technical support assessment.
- Loop interviews, reference checks, and a pre-employment background check including criminal history.
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