As a Technical Support Specialist, you will provide direct assistance to users encountering technical challenges. You'll investigate and resolve issues reported through email, chat, phone, and support tickets, using clear communication to understand problems and guide customers toward effective solutions.
Key Responsibilities
- Diagnose technical issues by reviewing user reports, analyzing logs, and reproducing reported behaviors to determine root causes.
- Engage with customers through various channels, asking targeted questions to clarify issues and provide accurate troubleshooting steps.
- Escalate complex cases or suspected software defects to advanced support teams with detailed documentation and context.
- Document solutions, update knowledge resources, and suggest improvements to self-service tools and internal workflows.
- Test new features and product updates, offering feedback from a supportability and usability perspective.
- Follow up with users to confirm resolution and ensure a positive support experience.
- Log interactions and maintain accurate records of support activities and outcomes.
- Collaborate with customer success and product teams to represent user needs and improve overall service delivery.
What You Bring
- Fluency in English, with strong writing, speaking, and listening skills for technical and customer-facing communication.
- Proven ability to manage multiple tasks efficiently and adapt to shifting priorities in real time.
- Strong analytical thinking, with the capacity to break down complex issues and develop logical solutions.
- Experience handling concurrent support interactions across phone and chat platforms.
- Self-direction in problem solving, with minimal need for oversight.
- Attention to detail, organizational skills, and a commitment to timely follow-through.
- Enthusiasm for technology and data, particularly in the context of educational software.
Preferred Background
- 0–2 years in technical support, especially for SaaS or software platforms.
- 1–3 years working remotely, demonstrating self-motivation and time management.
Work Environment
This role is fully remote within Costa Rica. You’ll work independently while staying connected through regular team engagement. The company values respect, collaboration, and personal authenticity, fostering a culture where initiative and empathy are recognized and encouraged.
Benefits
- Private medical and life insurance coverage
- Referral bonus program
- Remote work with quarterly in-person meetups and team lunches
- Extended holiday break between Christmas and New Year’s
- Generous paid time off
