Specialty
Languages and tools
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The role
The company is hiring a Technical Support Expert 2 for its Accounts & Billing team, handling routine customer requests and escalations, mostly through Zendesk. The role is remote and based in Colombia, with weekend and holiday on-call rotation.
What you will do
- Resolve routine customer requests and spot escalations across phone, email, chat and other channels
- Use the company's AI tools, macros and runbooks to answer customers efficiently
- Prioritize the queue and meet SLA targets for each channel
- Document every customer and internal interaction and contribute to knowledge articles
- Escalate to senior technical resources when needed
What they ask for
- 3+ years of experience
- Experience with account reconciliation or data analysis and technical troubleshooting
- Fluent English, spoken and written
- Availability for non-standard hours, including on-call weekend and holiday rotation
- Attention to detail and quick learning of new products
- Based in Colombia
What they offer
- Competitive pay, generous time off and parental and wellness leave
- Healthcare and a retirement savings program
This is our own short reading of the posting. The full description, and anything that has changed since, is on the employer's careers page behind the apply button.