Technical Support Expert 2

Role overview Resolve routine account and billing questions for customers through written and live support channels. You’ll investigate account or data issues, keep customers informed with empathy and urgency, and document each case so that colleagues can follow the work and identify recurring problems. The position includes rotating on-call coverage on weekends and holidays.

Responsibilities - Handle routine customer requests and escalations through email, phone, chat, and other support channels. - Review account information, reconcile data, and apply troubleshooting skills to resolve customer concerns. - Manage the support queue according to case priority, customer entitlement, and response targets. - Record customer conversations and internal research, and contribute useful information to knowledge articles. - Use established case-handling guidance, reference materials, and automation tools; escalate complex cases to senior technical staff. - Communicate clearly and tactfully, and share customer feedback that may help improve support or products.

Requirements - At least three years of relevant experience. - Experience with account reconciliation or data analysis, including technical troubleshooting. - Fluent English communication across speaking, listening, comprehension, and writing. - Availability for a non-standard schedule that includes rotating on-call weekend and holiday hours. - Strong attention to detail, critical thinking, and ability to learn new products and processes quickly. - Ability to address customer concerns diplomatically and provide constructive feedback.

Nice to have - A bachelor’s degree, relevant certifications, or equivalent experience. - Case management and escalation-handling skills, including de-escalating difficult live interactions. - Familiarity with spreadsheets, SQL and database queries, ticketing systems, or financial software.

Benefits and work setup Remote role based in Colombia, with occasional travel for in-person meetings. Benefits may include paid time off, parental and wellness leave, healthcare, and retirement savings; offerings vary by location.