Technical Support Representative, Latin America

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October 31

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CrewBloom

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B2B • SaaS • Recruitment

CrewBloom is a remote staffing agency dedicated to connecting businesses with top-tier remote talent across various industries. They streamline the hiring process by sourcing, screening, and onboarding qualified candidates tailored to the specific needs of their clients, ensuring a seamless integration into teams. With a focus on global talent acquisition, CrewBloom empowers companies to scale their operations efficiently while reducing costs and maintaining compliance with HR regulations.

201 - 500 employees

Founded 2016

🤝 B2B

☁️ SaaS

🎯 Recruiter

📋 Description

• Managing a significant volume of incoming support tickets. • Providing assistance in response to product inquiries. • Receiving and addressing technical requests. • Triage tickets to the appropriate Level 2 teams. • Adhering to established communication procedures, guidelines, and policies. • Delivering accurate, valid, and comprehensive information utilizing appropriate methods/tools. • Building sustainable relationships and trust with customers through transparent communication. • Addressing customer complaints, offering suitable solutions and alternatives within specified timeframes; ensuring follow-up to confirm resolution. • Maintaining records of customer interactions, processing customer accounts, and organizing documents. • Going above and beyond to engage with customers. • Performing additional duties or assignments as directed by the Team Manager.

🎯 Requirements

• A degree in Computer Science or a related field, or equivalent work experience, is preferred. • Strong verbal and written communication skills are essential for effective and precise communication in English. • The ability to convey information clearly and understandably to both technical and non-technical audiences is required. • Basic knowledge of Key Performance Indicators (KPIs) and metrics is necessary. • Attention to detail is crucial for success in this role. • Flexibility in work scheduling to meet business requirements is expected. • The candidate must possess technical and diagnostic skills, as well as the analytical aptitude to identify and resolve complex issues, alongside foundational mechanical skills. • A fundamental understanding of frameworks such as Agile, ITIL, and COBIT is beneficial. • Proficiency with ticketing systems, including Zendesk, Jira, and Salesforce, is required. • Familiarity with Confluence for maintaining a Support knowledge base is essential, as well as documentation skills. • Moderate proficiency in Salesforce is needed to search for details and perform occasional basic editing. • Basic knowledge of HubSpot is required. • A solid understanding of web page development (HTML, CSS, JavaScript) is necessary. • Knowledge of standard debugging techniques for website issues is essential. • Experience using a web browser console log during the debugging process is expected. • An adequate understanding of computer networks is important. • Familiarity with the differences between HTTPS and HTTP is required. • Knowledge of public IP addresses and domain names is essential. • An understanding of firewalls is necessary. • Familiarity with proxy servers is also required. • A foundational understanding of Single Sign-On (SSO) is preferable. • Basic familiarity with XML and JSON formats is advantageous.

🏖️ Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth. • Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field. • Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward. • Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards. • Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment. • Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.