Support Specialist

Job Description

REQUIREMENTS

• BS degree in Information Technology, Computer Science or equivalent
• 1-3 years of experience as a technical Support Specialist or similar CS role ideally in a software as a service (SaaS) or cloud applications environment
• Knowledge of operating systems, web services and API
• Ability to troubleshoot complex software issues.
• Previous experience with tools such as Postman, Kibana or similar is a plus.
• Excellent problem-solving skills and multi-tasking abilities
• Detail-oriented, analytical, and creative thinker
• Proficiency in English and Spanish, with strong written and verbal communication skills
• Ability to work with cutting-edge technology and assimilate information rapidly

RESPONSIBILITES

• Provide prompt and effective support to customers.
• Diagnose and resolve technical issues, guiding customers through troubleshooting steps.
• Maintain a deep understanding of the SaaS platform, including features, functionalities, and updates.
• Guide and train customers on how to use the product effectively.
• Gather and report customer feedback to help improve the product and support processes.
• Escalate complex or unresolved issues to higher-level support or development teams as necessary.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the support received.
• Contribute to the development and improvement of support processes and documentation.
• Work closely with other teams, such as Customer Success, Product Development, and Sales, to ensure a seamless customer experience.

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