Technical Support Specialist for Global Services

hace 12 horas

Santiago, Metropolitana, Chile Service Rocket A tiempo completo

At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Our goal is to be the single most reliable partner in the acceleration of your growth.

We are a global tech-enabled services company with a 20+ year history of delivering expertise to industry giants. Our diverse team lives by our values with a collaborative mindset, resulting in a 4.7 rating on Glassdoor.

This role will involve working on customer support inquiries, ensuring customer support issues are dealt with promptly and professionally while coordinating any internal activities needed to resolve them.

You will also provide feedback to the product team about key issues faced by customers and promote continuous knowledge sharing amongst the team by updating help documentation for common requests.

About the Role
  • Answer customer questions through our support queue, ensuring customer satisfaction and maintaining a positive customer experience.
  • Prepare and provide recommended product best practices to customers.
  • Take ownership of customer-reported issues and track them through resolution, adhering to defined service-level agreements (SLAs).
  • Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds.
  • Escalate critical issues to the appropriate teams or higher tiers when necessary, while maintaining communication with the customer regarding the status of their reported issue.
What You'll Bring to the Table
  • Bachelor's degree in a technology subject.
  • Strong written and verbal English communication skills.
  • Strong communication skills and the ability to effectively communicate technical information to non-technical customers.
  • Strong multi-tasker with the ability to manage multiple customer issues at the same time.
  • Ability to work independently and in a team environment.
Salary

$70,000 - $90,000 per year, depending on location and experience.

Benefits
  • Stock options: you have the opportunity to participate in the ownership of the company.
  • Health insurance: we support you and your family–your well-being matters.
  • Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
  • Career pathways program: you can grow horizontally, vertically, or any way you want.
  • Generous monthly fixed allowances: including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
  • Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

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