Part-Time Technical Support Specialist
Posted 22 days ago
You'll complete your application on Hireframe's career site.
About the Role
This position operates within a remote-first team providing vital assistance to clients dealing with product difficulties. The role facilitates effective, distance-based staffing, supporting operations from regions like Mexico or the Philippines.
Requirements
- You should possess one to two years of background in customer service, with proficiency in providing support via telephone.
- You must demonstrate technical capability and robust analytical thinking.
- You are expected to adhere to defined operational guidelines with exactness.
- You should be able to consistently manage typical troubleshooting workflows and recognize when a case necessitates escalation.
- You would ideally have prior exposure to HVAC equipment, though this is not mandatory.
- You are strongly preferred to have bilingual fluency in English and Spanish.
Responsibilities
- You will resolve identified product malfunctions by applying established protocols and diagnostic software.
- You will perform thorough inquiries to pinpoint issues, record your discoveries, and decide on the best path toward a fix.
- You will manage your specific cases from beginning to end, ensuring clients are kept informed through regular status updates.
- You will collaborate with internal departments and service providers to organize onsite appointments and monitor results.
- You will log all case details within platforms such as Jira and Zendesk.
- You will forward intricate technical problems to the Engineering department, accompanied by concise reports.
- You will recognize patterns in ongoing issues to contribute to the enhancement of support manuals and internal resolution methods.
Benefits & Perks
- You will have the freedom of a fully remote position from your chosen location.
- You are eligible for yearly performance-based incentives.
- You will receive support and professional development through dedicated coaching.
- You will have access to pathways for continued career advancement.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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