Technical Support Representative (Latin America)

• Managing a significant volume of incoming support tickets.
• Providing assistance in response to product inquiries.
• Receiving and addressing technical requests.
• Triage tickets to the appropriate Level 2 teams.
• Adhering to established communication procedures, guidelines, and policies.
• Delivering accurate, valid, and comprehensive information utilizing appropriate methods/tools.
• Building sustainable relationships and trust with customers through transparent communication.
• Addressing customer complaints, offering suitable solutions and alternatives within specified timeframes; ensuring follow-up to confirm resolution.
• Maintaining records of customer interactions, processing customer accounts, and organizing documents.
• Going above and beyond to engage with customers.
• Performing additional duties or assignments as directed by the Team Manager.

• A degree in Computer Science or a related field, or equivalent work experience, is preferred.
• Strong verbal and written communication skills are essential for effective and precise communication in English.
• The ability to convey information clearly and understandably to both technical and non-technical audiences is required.
• Basic knowledge of Key Performance Indicators (KPIs) and metrics is necessary.
• Attention to detail is crucial for success in this role.
• Flexibility in work scheduling to meet business requirements is expected.
• The candidate must possess technical and diagnostic skills, as well as the analytical aptitude to identify and resolve complex issues, alongside foundational mechanical skills.
• A fundamental understanding of frameworks such as Agile, ITIL, and COBIT is beneficial.
• Proficiency with ticketing systems, including Zendesk, Jira, and Salesforce, is required.
• Familiarity with Confluence for maintaining a Support knowledge base is essential, as well as documentation skills.
• Moderate proficiency in Salesforce is needed to search for details and perform occasional basic editing.
• Basic knowledge of HubSpot is required.
• A solid understanding of web page development (HTML, CSS, JavaScript) is necessary.
• Knowledge of standard debugging techniques for website issues is essential.
• Experience using a web browser console log during the debugging process is expected.
• An adequate understanding of computer networks is important.
• Familiarity with the differences between HTTPS and HTTP is required.
• Knowledge of public IP addresses and domain names is essential.
• An understanding of firewalls is necessary.
• Familiarity with proxy servers is also required.
• A foundational understanding of Single Sign-On (SSO) is preferable.
• Basic familiarity with XML and JSON formats is advantageous.

• Internet Connection:

• A primary internet connection with a minimum speed of 15 Mbps.
• A backup internet connection with a minimum speed of 10 Mbps.
• The backup connection must support work during power outages.

• Primary Device:

• A desktop or laptop featuring at least:

• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
• A minimum of 8 GB RAM.

• Backup Device:

• This device must meet or exceed the performance of an Intel Core i3 processor.
• It must remain operational during power interruptions.

• Peripherals and Workspace:

• A functioning webcam.
• A noise-canceling USB headset.
• A quiet, dedicated home office space.
• A smartphone for communication and verification purposes.

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

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