Technical Support Specialist

hace 7 días

Xico, México Emplifi A tiempo completo

About Emplifi

Emplifi is a leading provider of unified customer engagement platforms, empowering over 20,000 of the world's top brands to revolutionize the digital and social customer experience. Our comprehensive and integrated social media marketing, social commerce, and care solutions, combined with unified analytics and AI, fuel growth, resulting in happy customers, increased product sales, and improved brand loyalty.

About the Customer Support Team

We're a team of empathetic, patient, and passionate individuals who put ourselves in our clients' shoes. As the link between our Development and Sales departments and clients, we're fully involved in the technical and commercial sides of the business. Software, social media, and CX management play a huge part in our everyday lives.

Job Summary

As a Senior Technical Support Specialist within our Global Support team, you will play a critical role in delivering exceptional technical support and guidance to our customers. Your responsibilities will include troubleshooting, diagnosing, and resolving customer issues, all while ensuring an outstanding level of customer satisfaction. This role demands not only technical expertise and problem-solving skills but also exceptional communication abilities, deep empathy, and a proactive attitude. Strong customer support interaction is paramount, as it fosters trust and loyalty, and we seek someone who is passionate about delivering unparalleled customer service excellence.

Key Responsibilities

  • Provide technical support and resolve customer requests via various 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.
  • Provide feedback on customer needs and product enhancements.
  • Develop and maintain a deep understanding of the company's products and services.
  • 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.
  • Exhibit a flexible approach to working on a shift rota basis and provide necessary cover where needed.

Preferred Skills

  • Professional working proficiency in Portuguese and/or Spanish.
  • Familiarity with the basic concepts of social media platforms.
  • Previous experience with software testing, such as UI testing, integration testing, usability testing, front-end applications.
  • Previous experience with issue/project tracking software, such as Zendesk, JIRA, or similar software.

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