Description
We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments. The TechSupport Customer Service Specialist combines excellent customer service skills with a solid technical foundation — capable of managing complex cases, analyzing data and logs, and coordinating with development teams while keeping the customer experience at heart.The ideal candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction.
MAIN RESPONSIBILITIESCustomer Support & Case Management
- Handle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracy.
- Classify and prioritize issues based on urgency, business impact, and technical complexity.
- Ensure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency).
- Document case details thoroughly, maintaining traceability and clarity for escalations or audits.
Technical Analysis & Troubleshooting
- Perform initial technical assessments of issues by reviewing logs, configurations, and merchant data.
- Analyze logs and other system outputs to detect causes, errors, or inconsistencies.
- Execute basic configurations (e.g., Merchant ID setup, user access creation, and permission management) on supported platforms.
- Provide first-level technical assistance to merchants — including platform navigation, account configuration, and general troubleshooting.
- Collaborate with the Development team to reproduce, diagnose, and escalate complex issues efficiently.
Escalation & Collaboration
- Escalate cases to technical teams (Development, Product, QA) following structured protocols and with complete context.
- Participate in regular syncs with Product, QA, and Data teams to identify recurring problems and process improvements.
Process & Knowledge Improvement
- Identify recurring issues or process gaps and propose preventive or optimization actions.
- Contribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharing.
- Support the onboarding and training of new CS members in technical aspects of tools and platforms.
- Collaborate with cross-functional teams on initiatives that enhance the merchant experience and streamline operations.
Requirements
Education & Experience
- At least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environments.
- Proven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms).
- Nice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required).
Technical Knowledge
- Deep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plus.
- Experience in user access management, system permissions, and basic platform configuration.
- Familiarity with CRM systems, automation tools, and data visualization platforms (e.g., Looker, Power BI) is a plus.
- Robust understanding of data engineering concepts, including databases, data pipelines, and data debugging.
- Familiarity with n8n is a plus.
- Strong proficiency in JavaScript (basic development level required); Python is a plus.
- Strong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMA.
- Experience with Cursor IDE AI is a plus.
Skills
- Strong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshooting.
- Excellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatory.
- Proven ability to work autonomously while maintaining close collaboration with cross-functional teams.
- Highly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their success.
- Organized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast-paced environment.
Benefits
WHY JOIN US
- Be part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant success.
- Work in a collaborative, innovative environment that values continuous learning and shared knowledge.
- Gain hands-on experience with cutting-edge systems, integrations, and automation tools that drive operational excellence.
