Technical Customer Support in TECLA

TECLA is a leading hiring platform connecting top tech companies with the best professionals in Latin America. With a network of over 50,000 members, we serve as the bridge between U.S. startups and senior, diverse tech talent across 18 countries in LATAM.

Our mission is to empower professionals with remote and international job opportunities while helping companies access exceptional talent to grow their teams. To date, we’ve helped over 500 senior tech professionals secure roles with innovative U.S. tech startups.

We're looking for a Technical Customer Support Representative who thrives on a diverse workload – from cracking complex problem tickets to developing helpful guides and videos and hosting lively orientation sessions for our new customers. The ideal candidate is motivated by the opportunity to tackle a variety of tasks, engage directly with users, and contribute to a seamless support experience that empowers our customers.

• 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.

Work Schedule: Eastern Standard Time

*Please note we are only looking for full-time dedicated team members who are eager to fully integrate within our team.