Technical Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🌐 Philippines, Mexico – Remote

🇵🇭 Philippines – Remote 🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hireframe

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🎯 Recruiter

👥 HR Tech

Consulting • Recruitment • HR Tech

Hireframe is a staffing company that specializes in providing nearshore and offshore talent to fill mission-critical roles for businesses. They offer on-demand recruitment services, focusing on roles such as Accounting & Finance, Operations & Customer Service, HR & Recruitment, Information Technology, and Sales & Marketing. Hireframe aims to save businesses time and money by staffing remote positions with skilled professionals from locations like Mexico and the Philippines. They offer a flexible recruitment model on a pay-per-hire basis and provide full-time dedicated team members as a service. Business leaders utilize Hireframe as a strategic partner in talent acquisition to meet growth targets and operational efficiency.

📋 Description

• Troubleshoot known product issues with customers using company's procedures and diagnostic tools • Ask effective diagnostic questions, document findings, and determine the appropriate next step • Own assigned cases through resolution, including timely customer updates and follow-up • Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes • Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information • Maintain accurate case records in Zendesk, Jira, and other support systems • Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools • Work closely with Customer Experience, Field, and Engineering as support processes evolve • Guide customers through next steps by phone, email, and SMS • Coordinate with service partners when a field visit is needed • Gather relevant findings and provide clear Engineering escalations • Remain responsible for customer communication and follow-up through resolution

🎯 Requirements

• 3+ years in customer-facing technical support or remote troubleshooting • Hardware, connected devices, appliances, or field service experience is a strong plus • Must have prior US-hours experience • Has helped build or standardize processes (SOPs, macros, knowledge base, escalation paths) • Can work in gray areas without a script • Comfortable talking to both non-technical end users and engineers or field techs • Individual contributor, not a team lead, but brings enough seniority • Spanish/English bilingual is strongly preferred • HVAC experience is nice to have

🏖️ Benefits

• Permanent remote work flexibility • Paid Time Off • Health Maintenance Organization (HMO) coverage • Annual performance bonuses • Dedicated coaches offer an extra channel of support and skill-building • Opportunities for professional growth