Intern, Customer Support Engineer

Summary

Join ServiceRocket, a global tech-enabled services company, as a customer-centric and technical-savvy Intern in our Santiago support team. Assist, diagnose, troubleshoot, and deliver effective solutions for simple technical problems in cloud and data center environments. Participate in technical issue analysis and debugging, driving innovation within the Support Engineering organization. Communicate effectively with customers, own issues from initial contact to resolution, and become knowledgeable about relevant products. Solve technical problems daily, ensuring a great customer experience, synthesize customer feedback, and identify bugs for the development team. Resolve issues within SLAs and prevent future problems.

Requirements

• Currently pursuing a degree in Information Technology, Computer Science, or similar
• Strong data analysis, critical thinking, and problem-solving skills
• Outstanding communication skills in English which is our common language and will be required for day-to-day operations (it does not need to be certified)

Responsibilities

• Communicate efficiently and effectively with our customers
• Own customer communications and issues from initial contact until resolution
• Become an encyclopedia of knowledge about relevant products and their capabilities and common application
• Solve technical problems for customers on a daily basis while ensuring all customers have a great experience
• Synthesize diverse feedback from our customers, offer informed opinions on potential solutions, and identify bugs/product issues for the development team
• Resolve issues raised within SLA with the aim of preventing future problems
• Learn, document, and share knowledge with others

Benefits

• Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit
• Stock options : you have the opportunity to participate in the ownership of the company
• Health insurance: we support you and your family–your well-being matters
• Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location
• Career pathways program : you can grow horizontally, vertically, or any way you want
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture