L2 Software Technical Support Specialist- Latam Remote

Job Title: L2 Software Technical Support Specialist
Company: Puzzle
Location: Honduras, Remote

About Puzzle:

At Puzzle, we are dedicated to delivering innovative technology solutions to businesses across various industries. Our team of passionate professionals is committed to helping our clients achieve their business goals by leveraging the power of technology.

Job Summary:

We are seeking a proactive and customer-oriented individual to join our team as an L2 Software Technical Support Specialist. The ideal candidate will possess excellent communication skills, problem-solving abilities, and a passion for delivering exceptional customer service.

Our client, a leading provider of simple CRM software, is dedicated to serving roofers who aim to maximize profit while maintaining a healthy work-life balance. Their innovative solutions empower roofers to streamline operations, enhance customer relationships, and ultimately achieve greater success in their business endeavors.

Responsibilities:

• Able to explain complex concepts in easy-to-understand language.
• Identify bugs or technical issues and report them accurately, or create tickets for further investigation.
• Transition to conducting video calls with clients to provide personalized support and demonstrate solutions effectively.
• Utilize screen sharing during video calls to troubleshoot issues and provide guidance.
• Collaborate with team members for more complex issues.
• Take ownership of customer inquiries and ensure timely resolution.
• Familiarize oneself with Zapier for automation purposes (Nice to have but not required).
• Utilize Google tools and Slack for internal communication and collaboration.
• Experience working remotely is an advantage
• Genuine desire to create the best customer journey possible.

Requirements:

• 2 years in a Technical Support role responding to large volumes of emails and chats.
• Experience dealing with small business B2B software configuration tickets
• Experience in ticketing and/or live chat software is a must (Fresh Desk, Zoho Desk, Zen Desk, Happy Fox etc.)
• Fluency in English is a must. Candidates should exhibit advanced proficiency in both verbal and written communication, with the ability to express ideas clearly and confidently.
• Strong problem-solving abilities and attention to detail.
• Familiarity with Intercom and other customer support tools preferred.
• Basic understanding of Zapier (Nice to have but not required).
• Proficiency in using Google tools and Slack for communication and collaboration.

Join Us and Enjoy These Perks!

• Competitive Salary: Earn a USD salary that matches your skills and experience.
• Paid Time Off: We value work-life balance, offering PTO so you can recharge.
• Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.
• Salary Reviews every year!
• Paid Training and Certifications

Ready to put your puzzle-solving skills to the test? Join our team today!

Want to learn more about us?

LinkedIn: Puzzle
Instagram: @puzzle.tech_