Technical Customer Support in TECLA

TECLA is a fully remote software development company with a diverse and highly skilled team of 100+ experts across Latin America. We specialize in AI, cloud, automation, and DevOps, building innovative solutions for high-growth startups and established mid-market technology companies in the U.S.

Our work culture is agile, collaborative, and fast-paced—we take our work seriously while keeping the environment fun and engaging. As a remote-first company, we emphasize strong teamwork and close collaboration, working seamlessly with our U.S. partners as one integrated unit. Whether optimizing cloud environments, developing AI-driven applications, or enhancing DevOps automation, TECLA is at the forefront of technical innovation, solving complex challenges with cutting-edge technology.

• Assess and prioritize incoming support tickets, ensuring timely and accurate responses to customer inquiries. Log all actions in the Support system, and offer solutions grounded in a deep understanding of each customer's issue. When needed, collaborate with other departments to address issues successfully.
• Maintain deep knowledge of all our products and services. Convert customer feedback into actionable insights for product development and create internal resources to enhance support team knowledge.
• Work with technical teams to tackle complex problems and monitor progress, ensuring timely follow-ups with customers. Escalate urgent issues to the appropriate management level and identify recurring patterns for system enhancements.
• Facilitate white-glove orientation sessions with zest for high-value trial customers over live video.
• Compose thorough help articles and FAQs, regularly update existing documentation to mirror recent product changes, and collaborate with product teams to ensure the precision of help content. Record clear and engaging how-to video tutorials that guide customers through product usage.

• 2+ years in customer service or technical support roles working with customer support ticketing systems.
• Hands-on experience with technical troubleshooting and resolving complex customer issues while ensuring customer satisfaction.
• Knowledge of API endpoints, setting up integrations, resolving payload issues, and video conference platforms.
• Top-notch written and verbal English communication skills.
• Skilled in crafting and updating educational content (written guides, videos), knowledge-base articles, FAQs, and instructional videos, or other multimedia content.
• Eagerness to continually learn and stay current with the latest product features and services.
• The ability to work remotely with initiative and autonomy, and be adaptable and resilient in a dynamic startup environment.
• Willingness to adjust schedules to help meet SLA's for global time zones.

• A fully remote position with flexible hours, allowing for work-life balance.
• The opportunity to join a pioneering software company that is redefining the hiring experience for everyone and transforming how leading organizations build exceptional teams.
• Two weeks of paid vacation per year.
• 10 paid days for local holidays.