Technical Support Specialist: Customer Service Champion
hace 3 semanas
At Emplifi, we're seeking a highly skilled Technical Support Specialist to join our Global Support team. As a key member of our team, you will play a critical role in delivering exceptional technical support and guidance to our customers.
Job Summary
We're looking for someone with a passion for customer service excellence who can troubleshoot, diagnose, and resolve customer issues with ease. Your responsibilities will include providing technical support via email and other communication channels, qualifying incoming requests, prioritizing requests, and collaborating with internal teams to identify and resolve issues.
Responsibilities
- Provide technical support and resolve customer requests via email and other communication channels.
- Qualify incoming requests, including technical issues, questions, and other inquiries.
- Prioritize requests with the appropriate level of urgency and follow the procedure to address them in a timely and effective manner.
- Diagnose and troubleshoot software issues.
- Guide customers through diagnostic and resolution procedures in a clear and concise manner.
- Collaborate with different internal teams to identify and resolve issues.
- Document customer interactions, issues, and solutions for future reference and knowledge sharing.
Requirements
- College graduate with a technical degree or equivalent hands-on experience.
- 2+ years in technical support or similar customer-facing technical role.
- Creative and technical problem-solving skills.
- Strong communication skills, both verbal and written, with an ability to explain technical issues in simple terms.
- Customer-oriented attitude with a passion for providing exceptional service.
- Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
Preferred Skills
- Professional working proficiency in Portuguese and/or Spanish (any other language would be a big advantage).
- Familiarity with the basic concepts of social media platforms (Facebook, Facebook Ads, Instagram, Twitter, TikTok, LinkedIn, YouTube).
- Previous experience with software testing such as UI testing, integration testing, usability testing, front-end applications (a plus).
- Previous experience with issue/project tracking software such as Zendesk, JIRA, or similar software (a plus).
What We Offer
We offer a competitive salary of $60,000 - $80,000 per year, depending on experience, plus benefits, and opportunities for growth and development. Standard working hours are 12pm - 8pm CST, with rotating weekend on-call responsibilities. If you're passionate about delivering exceptional customer service and have the necessary skills and experience, we encourage you to apply.
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