Detalle de la Oferta

Descripción de la Oferta

Summary
We’re seeking a customer-focused Tech Support Agent to provide timely, accurate technical assistance for our CRM platform. The ideal candidate troubleshoots issues, guides customers through features and integrations, and helps drive adoption and satisfaction.

Key Responsibilities

-Respond to inbound support requests via email, chat, phone, and ticketing system within SLA targets.
-Diagnose and resolve technical issues related to CRM configuration, workflows, data import/export, integrations (e.g., email, telephony, marketing tools), and access/permissions.
-Reproduce and escalate bugs to engineering with clear reproduction steps, screenshots, logs, and priority recommendations.
-Walk customers through setup, onboarding, customization, and best practices; create short how-to guides and templates.
-Perform account checks and data fixes (when authorized), including field mapping, deduplication, and import troubleshooting.
-Maintain accurate ticket notes, track trends, and contribute to knowledge base articles and FAQs.
-Collaborate with Sales, Product, and Engineering teams to relay customer feedback and suggest product improvements.
-Participate in on-call rotation as needed and assist with user training sessions or webinars.

Required Qualifications

-1–3 years technical support or customer support experience.
-Experience with integrations (APIs, webhooks, Zapier or similar) and common data formats (CSV, JSON).
-Strong written and verbal communication skills; able to explain technical concepts to non-technical users.
-Problem-solving mindset, attention to detail, and ability to prioritize multiple tickets.
-Bilingual ability, Spanish and English.

Preferred Skills

-CRM experience.
-Basic understanding of CRM concepts: contacts/accounts, leads/opportunities, workflows, permissions, and reporting.
-Familiarity with ticketing systems (Zendesk, Freshdesk, Jira) and remote support tools.
-Experience in SQL, basic scripting, or data manipulation tools.
-Prior exposure to REST APIs and authentication (OAuth).
-Knowledge of SaaS deployment practices and basic networking concepts.


Working Conditions & Tools

-In-Office environment; Plaza San Benito
-Regular use of CRM software, support tools, screen-sharing, and documentation platforms.

Compensation & Benefits

-Base salary plus bonus.
-AFP
-Vacations
-ISS
-Training, career growth path into Customer Success, Product Support, or Engineering.

Experiencia Requerida

Lenguajes