Technical Support Specialist - Level 1 - 47098086042 Job at Somewhere, Latin America

V1owZ200d0VJOGxZTFRsa0xCOFA5Mzk2dWc9PQ==
  • Somewhere
  • Latin America

Job Description

Seeking LATAM-based candidates who are LATAM citizens. Only English CVs will be accepted.

 

Position : Technical Support Specialist - Level 1

Working Schedule : 8a-5p or 9a-6p CST

Salary Range : $2500-$3000 USD Monthly (the final salary will be determined by the candidate's level of experience and at the discretion of the client)

Overview

We are seeking a proactive, Technical Support Specialist (Level 1) to join our fast-paced team. This role is ideal for a candidate with proven SaaS company experience who thrives in a collaborative, high-integrity startup environment. You will be instrumental in providing frontline support, mastering our product, and contributing significantly to our core technical knowledge base. This position is a critical stepping stone, with an expectation of growing into a mentorship role within the first year.

 

Job Responsibilities

  • Frontline Support: Serve as the primary point of contact for technical issues, effectively managing and resolving customer inquiries via the Zendesk ticketing system and communicating internally via Slack .
  • Deep Troubleshooting: Rapidly diagnose, troubleshoot, and resolve complex technical challenges related to our SaaS platform, leveraging a deep understanding of customer workflows and system integrations.
  • Knowledge Ownership: Proactively take the reins on ticket resolution, utilizing and expanding the existing knowledge base to achieve the highest level of first-call resolution.
  • Escalation Protocol: Demonstrate a problem-solver mentality by exhausting all personal and knowledge base resources before escalating issues to the engineering or development teams.

 

Required Experience and Qualifications

  • Industry Experience: 1–2 years of experience within the Fintech or Financial Services API space is mandatory.
  • Experience in APIs
  • Platform Expertise: Proven experience working for a SaaS (Software as a Service) company .
  • Support Experience: Must have hands-on, "in the trenches" experience responding to tickets in a fast-paced environment.
  • Ticketing Systems: Demonstrated proficiency with Zendesk or a similar industry-standard ticketing platform.
  • Company Size Preference: Experience working within small to medium companies is required, with a strong preference for startup experience .
  • Scrappy & Driven: Ability to be scrappy and learn quickly , effectively managing a high volume of diverse technical issues.

Soft Skills & Cultural Fit

  • Integrity & Honesty: Must Lead with integrity ; demonstrate high integrity and a commitment to being upfront and honest in all communications with customers and colleagues.
  • Collaboration & Initiative: Must be someone who can collaborate and figure it out ; we are not looking to hold someone’s hand . Expected to take the reigns and show strong independent initiative.
  • Builder Mentality: Identify as a builder and enjoy the process of developing, improving, and scaling a project or company.
  • All Hands on Deck: Embrace an "all hands on deck" mentality, willing to assist across functional teams when necessary to support core business goals.

 

Job Tags

Similar Jobs

Rampart Aviation LLC

A&P Technician Job at Rampart Aviation LLC

 ...United States Drivers License Will be required to pass drug, alcohol and background check(s). Must be willing to work overtime and odd hours May be required to travel (CONUS) Must be able to read, write, speak and understand English Physical Demands:... 

Veriswap

QA Tester Job at Veriswap

 ...Headquarters: Palo Alto, CA Requirements Must Haves ~ Deep experience testing mobile consumer applications ~ Manual QA testing experience ~4 hour overlap with PST Nice to haves ~ Automated testing experience Responsibilities Design, develop... 

Culver's

Crew Member (14-15 years old) Job at Culver's

Culvers is looking for new Front of House True Blue Crew Members! If delighting is in your DNA, youll be a natural at this position! Our front-of-house (FOH) crew members always bring the energy and thrive in our fun, fast-paced environment. Whether its greeting...

Jimmy John's

Jimmy John's Bike Delivery Job at Jimmy John's

 ...part time gig but also has full time potential. At Jimmy Johns there is no competing with other Door Dashers, Post Mates drivers or Uber Eats, we use only our own drivers to deliver our food, so every order is cash in our delivery drivers pockets. Whats in it for you?... 

Department of Industrial Relations

Court Reporter Job at Department of Industrial Relations

 ...Job Description and Duties Under direction of the Chief Hearing Reporter and Presiding Workers Compensation Judge, the Hearing Reporter provides assistance and support to Workers Compensation Judges and to the Department of Industrial Relations in adjudication and...