Technical Support Expert 2

TL;DR

Technical Support Expert 2: Troubleshooting technical issues related to Voice, Platform Applications, and Segment with an accent on providing answers, sharing methodologies, and resolving technical issues. Focus on updating technical documentation, identifying product defects, and improving training resources.

Location: Remote - Colombia

Company

hirify.global is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide.

What you will do

• Troubleshoot technical issues related to Voice, Platform Applications, and Segment.
• Maintain customer promises by keeping tickets updated within SLA.
• Use feedback to improve customer experience and debugging strategies.
• Improve team efficiency by creating internal content and improving the KCS knowledge base.
• Work closely with the product team and account team to improve customer satisfaction.
• Participate in an on-call rotation to support Enterprise level customers with paid support plans.

Requirements

• 2+ years of technical customer support experience.
• Ability to effectively communicate technical concepts both written and verbal.
• Javascript, APIs, and server side library experience.
• Proficiency with SQL and writing queries.
• Commitment to learning multiple technical products at a deep level.
• Ability to work Mon-Fri 10am - 7pm, with future weekend rotations; Sun-Thurs or Tues-Sat.

Nice to have

• Technical customer support experience with enterprise software in a related industry.
• Experience using Zendesk and JIRA.
• Experience updating technical documentation through KCS.

Culture & Benefits

• Competitive pay, generous time off, and ample parental and wellness leave.
• Healthcare and a retirement savings program.
• Emphasis on connection and opportunities to build relationships with customers and each other.
• Employees are empowered to build positive change in their communities.