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1 месяц назад

Technical Support Representative

Тип работы
fulltime
Грейд
middle
Английский
b2
Страна
Argentina
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
Для мэтча и отклика нужен Plus

Мэтч & Сопровод

Для мэтча с этой вакансией нужен Plus

Описание вакансии

Текст:
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TL;DR

Technical Support Representative: Provide first-line support for customers of AI-powered maintenance and asset management platform via email, chat, phone, and screen shares with an accent on diagnosing software issues and delivering clear guidance. Focus on identifying root causes, escalating complex bugs with documentation, surfacing product feedback, and building self-service resources.

Location: Based in Argentina

Company

World's leading AI-powered maintenance and asset management platform serving 13,000+ customers including Duracell, Shell, Cintas, and Brenntag. Raised $254M in funding and named to Forbes 2025 Cloud 100.

What you will do

  • Respond promptly to customer inquiries via email, live chat, and phone.
  • Conduct screen share sessions for troubleshooting and feature walkthroughs.
  • Diagnose and resolve software issues, escalating complex bugs to Tier 2 with detailed notes.
  • Guide customers on product features and provide workaround solutions.
  • Document and share product feedback and recurring issues with the Product team.
  • Build self-service resources like knowledge base articles and troubleshooting guides.
  • Follow up on tickets after product releases and schedule sales meetings as needed.

Requirements

  • 3+ years full-time experience in customer support or technical support for software products.
  • Hands-on experience troubleshooting software issues and digging into root causes.
  • Confident conducting screen share sessions in real time.
  • Excellent written and verbal communication to explain technical concepts to non-technical users.
  • Strong time management and ability to handle multiple priorities in fast-paced environment.
  • Experience with CRM and help desk tools; proficient in Microsoft Excel and basic web/app troubleshooting.

Nice to have

  • Experience with Intercom and Zendesk.
  • Spanish language skills.
  • BSc/BEng degree or equivalent.

Culture & Benefits

  • Competitive salary.
  • Take what you need PTO.
  • Work alongside global team reflecting Smart Humble Optimist values.
  • Meritocracy where ideas and effort are publicly celebrated.

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