Technical Support Representative

HrfhSantiagoFull Time

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Job description

About the role

As a , you will play a crucial role in ensuring customer satisfaction by providing exceptional technical assistance. Your primary responsibility will be to address and resolve technical inquiries from our clients, helping them navigate our products and services effectively. This position requires a blend of technical knowledge and customer service skills, allowing you to create a positive experience for our users while contributing to the overall success of the company.

Key facts

Location: Santiago

Engagement: Full-time

Salary: Competitive, commensurate with experience

Visa: Sponsorship available for qualified candidates

What you'll do

Serve as the first point of contact for customers seeking technical assistance via phone, email, and chat, ensuring timely and effective responses to inquiries.
Diagnose and troubleshoot technical issues related to our products, guiding customers through step-by-step solutions to resolve their concerns.
Document customer interactions and technical issues in our ticketing system, ensuring accurate records for future reference and analysis.
Collaborate with cross-functional teams, including product development and engineering, to escalate complex issues and contribute to product improvement.
Provide feedback to management on recurring technical issues and customer concerns, helping to identify areas for enhancement in our services.
Conduct follow-up communications with customers to ensure their issues have been resolved satisfactorily and to gather feedback on their experience.
Participate in training sessions to stay updated on product features, technical advancements, and customer service best practices.
Assist in creating and updating knowledge base articles and FAQs to empower customers with self-service solutions.
Engage in continuous learning to enhance your technical skills and product knowledge, enabling you to provide the best support possible.
Maintain a positive attitude while managing multiple customer inquiries, ensuring a professional and friendly demeanor at all times.
Contribute to team goals by meeting individual performance metrics and collaborating with colleagues to foster a supportive work environment.
Participate in team meetings and training sessions to share insights and strategies for improving customer support processes.

Requirements

Proven experience in a technical support or customer service role, ideally within a technology-focused company.
Strong understanding of technical concepts, with the ability to explain them clearly to non-technical users.
Excellent communication skills, both verbal and written, with a focus on active listening and empathy.
Proficiency in using ticketing systems and customer relationship management (CRM) software.
Ability to work independently and as part of a team, demonstrating strong problem-solving skills.
Familiarity with common operating systems, software applications, and networking concepts.
Flexibility to work various shifts, including evenings and weekends, as needed to support our customers.
A proactive approach to learning and adapting to new technologies and processes.

Nice to have

Experience in a SaaS (Software as a Service) environment, with a solid understanding of cloud-based technologies.
Knowledge of programming languages or scripting, which can aid in troubleshooting technical issues.
Previous experience in a bilingual support role, particularly in English and Spanish, is a plus.

Skills & tools

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
Familiarity with remote desktop tools and screen-sharing applications to assist customers effectively.
Experience with database management and basic SQL knowledge is advantageous.
Strong organizational skills to manage multiple tasks and prioritize effectively.
Ability to work under pressure and meet deadlines in a fast-paced environment.

Practical notes

This position is based in Santiago, Santiago, and offers a full-time schedule.
Candidates should be prepared to undergo a background check as part of the hiring process.
Hrfh is committed to fostering a diverse and inclusive workplace, encouraging applicants from all backgrounds to apply.
The selected candidate will receive comprehensive training to ensure they are well-equipped to handle customer inquiries and technical issues effectively.