Remote B2B Technical Support Specialist (1st & 2nd Tier) at Salesflow.io
🌎Location:Latin America Only. Full-Time
Available Time Zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
Applications will only be evaluated if submitted through the designated application link.
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We are looking for a passionate and tech-savvy Technical Support Specialist (2nd Tier) to become part of our expanding SaaS platform team. This position requires the delivery of both 1st and 2nd level support for our LinkedIn automation and email messaging platform. The ideal candidate will manage basic inquiries as well as tackle more intricate technical issues, necessitating a solid understanding of SQL, database management, and development. Collaboration with the Support Manager and other internal teams will be key to ensuring a high level of customer satisfaction.
Key Duties:
1st Level Support (Tier 1):
- Address incoming customer requests professionally through email, chat, and Google Meet.
- Provide immediate troubleshooting support for common issues, including login difficulties, system setup, and basic platform navigation.
- Guide customers through basic platform tasks while explaining features effectively.
- Collect vital customer information to fully understand and resolve issues.
- Escalate unresolved matters to the team leader or relevant internal teams (Development, Sales, QA).
- Prioritize and manage multiple inquiries from customers.
- Document comprehensive notes for all customer interactions within the ticketing system.
- Coordinate with other regions and support teams for collaboration on complex issues.
- Manage subscriptions, including cancellations and expansions.
2nd Level Support (Tier 2):
- Delve into more complicated technical challenges needing extensive knowledge of the platform's backend functionalities, APIs, and custom integrations.
- Diagnose and resolve database-related issues, queries, and data discrepancies utilizing SQL.
- Help identify software bugs and work with the development team to rectify system-level defects.
- Offer technical support for API and integration inquiries (such as custom proxy settings and IP addresses).
- Recognize and apply solutions for recurring technical challenges, fostering process improvements and platform enhancements.
- Examine log files and conduct detailed diagnostics on advanced issues.
- Perform root cause analysis for escalated cases to ensure long-lasting resolutions.
- Assist the development team in testing patches, updates, and new features to meet customer expectations.
- Prepare documentation on technical investigations.
Qualifications:
- 4+ years of experience in Customer Support, preferably within SaaS or B2B software environments.
- Exceptional written and verbal communication skills in English.
- Strong problem-solving and troubleshooting capabilities.
- Experience with ticketing systems, chat interfaces, and email support management.
- Capacity to handle challenging situations, including customer complaints and demanding requests.
- Highly organized with the ability to manage multiple tasks in a dynamic environment.
- Technologically proficient and quick to learn new tools and systems.
- Basic familiarity with relational databases, SQL, and query execution.
- Experience in troubleshooting API and integration challenges.
- Understanding of software debugging and familiarity with log files is advantageous.
- Previous experience with custom integrations, APIs, IP configurations, and proxy management is preferred but not essential.
- Ability to work effectively with development and QA teams to solve technical issues and conduct tests.
- Proactive in spotting opportunities for process enhancements and proposing solutions.
- Must be able to work independently due to a global remote team and primary contact hours in the US.
What We Provide:
- Competitive salary within the range of $25K to $30K.
- Working hours from 11 am to 7 pm CST.
- 23 paid vacation days plus 8 public holidays.
- Opportunities for professional advancement within the company.
- A lively, collaborative, and remote-friendly work atmosphere.
- Access to learning and development resources.
Applications will only be evaluated if submitted through the designated application link.