Customer support engineer at Remotely works | Torre
Customer support engineer
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Remotely works

Customer support engineer

Remotely works
Posted by
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Juan Felipe Bonilla García
Lucia Claria
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(152) info
Emma
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Full-time

Legal agreement: Contractor

Currency exchange and payroll taxes to be paid by:

Depends on the location of the candidate

Compensation USD35k/year
Non-negotiable
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Remote (for Argentina residents)
Remote (for Colombia residents)
Remote (for Mexico residents)
Remote (for Brazil residents)
flightsmode
Visa sponsorship: No
Posted over 3 years ago

Responsibilities

- Handle inbound inquiries and issues from customers through various support channels (email, chat) - Become an expert on our product to provide accurate solutions for our customers - Devise creative solutions to problems and escalate critical support tickets to relevant development teams when appropriate - Resolve issues within agreed-upon service level agreements - Track tickets and pinpoint root causes to identify trends in client issues - Report support ticket trends to relevant teams and develop a plan to address recurring pain points - Assess the need for internal monitors to identify product and data proactively issues - Ensure ticketing management system automation are aligned with our internal and agreed-upon policies - Develop, maintain, and own internal customer support troubleshooting knowledge base - Create and maintain in-app guides, messaging, and new feature alerts - Assist with customer onboarding and training - Conduct product office hours for existing customers - Work alongside the technical operations team and assist with initial data validation
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