Support Specialist

About the role

Adistec is seeking a dedicated Support Specialist to join our dynamic team in Santiago, Región Metropolitana. This full-time position is ideal for individuals who are passionate about providing exceptional customer service and technical support. As a Support Specialist, you will play a crucial role in ensuring our clients receive timely assistance and effective solutions to their inquiries. Your expertise will contribute to enhancing customer satisfaction and fostering long-term relationships with our clients.

Key facts

What you'll do

• Serve as the primary point of contact for clients seeking technical assistance, ensuring prompt and efficient resolution of their issues.
• Troubleshoot and diagnose technical problems related to our products and services, utilizing your knowledge of software and hardware systems.
• Provide detailed guidance to clients on product features, functionalities, and best practices to maximize their experience with our offerings.
• Collaborate with cross-functional teams, including engineering and product management, to escalate and resolve complex issues that require advanced technical expertise.
• Maintain accurate records of customer interactions and technical issues in our support ticketing system, ensuring thorough documentation for future reference.
• Develop and update support documentation, including FAQs, user guides, and troubleshooting manuals, to assist clients in self-service solutions.
• Conduct training sessions and webinars for clients to enhance their understanding of our products and services, fostering a proactive approach to support.
• Monitor and analyze support metrics to identify trends and areas for improvement, contributing to the continuous enhancement of our support processes.
• Participate in product testing and feedback sessions to provide insights from a support perspective, helping to shape future product developments.
• Stay updated on industry trends and emerging technologies to provide informed recommendations to clients and enhance our support offerings.
• Assist in onboarding new clients, ensuring a smooth transition and integration of our products into their operations.
• Foster a positive and collaborative team environment, sharing knowledge and best practices with colleagues to enhance overall team performance.

Requirements

• A minimum of 2 years of experience in a technical support or customer service role, preferably within the technology sector.
• Strong understanding of software and hardware systems, with the ability to troubleshoot technical issues effectively.
• Excellent communication skills, both verbal and written, with the ability to convey complex technical information in an easily understandable manner.
• Proficiency in using support ticketing systems and customer relationship management (CRM) tools.
• Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.
• Strong problem-solving skills, with a customer-centric approach to resolving issues.
• Familiarity with networking concepts and protocols is a plus.

Nice to have

• Experience with cloud-based technologies and services.
• Knowledge of programming languages or scripting for automation of support tasks.
• Previous experience in a role that involved training or educating clients on technical products.
• Bilingual proficiency in Spanish and English is highly desirable.
• Familiarity with ITIL or other service management frameworks.

Skills & tools

• Technical troubleshooting and problem-solving
• Customer relationship management (CRM) software
• Support ticketing systems
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Remote desktop support tools
• Knowledge of cloud services (e.g., AWS, Azure)

Practical notes

• This position is based in Santiago, Región Metropolitana, and may require occasional travel to client sites.
• Candidates must be eligible to work in Chile; visa sponsorship is available for qualified applicants.
• The work schedule may include occasional after-hours support to accommodate client needs.
• Interested candidates can apply through the following link: [Adistec Careers](https://adistec.bamboohr.com/careers/721).

If you are a motivated individual with a passion for technology and customer service, we encourage you to apply for the Support Specialist position at Adistec. Join us in delivering exceptional support and solutions to our valued clients!