L2 Technical Support Consultant

Summary

The job is for a L2 Technical Support Consultant at SupportYourApp, a multinational company providing technical support services. The role involves customer support, troubleshooting, and working closely with the product and engineering team. The candidate should have excellent English and Spanish skills, knowledge of coding and web development practices, and at least 3 years of experience in technical support.

Requirements

• Excellent English and Spanish
• General knowledge of coding and web development practices
• Familiarity with debugging HTML, JavaScript, and Python
• At least 3 years of providing customer support and technical troubleshooting for SaaS customers
• Experience in technical support
• Experience with database queries and command line
• Experience with Zendesk, Jira, GitHub
• Excellent business writing and communication skills

Responsibilities

• Provide exceptional customer support and troubleshooting for online course teams and instructors
• Apply the latest and greatest customer happiness practices
• Advise course teams on best practices and options
• Monitor internal escalation channels
• Work closely with the product and engineering team for bug resolution
• Escalate feature requests
• Provide omni-channel support via calls and emails
• Become a product expert and constantly grow
• Maintain working knowledge of our client’s products and services

Preferred Qualifications

Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Benefits

• Fixed schedule: Monday to Friday, 8 AM–4 PM, Ecuador time
• Opportunity to work fully remotely
• Inclusive international environment
• Compensation in USD
• Good bonuses for referring friends
• Paid intensive training and probation
• Work-life balance
• Responsive management interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development