Werben HR

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Technical Support Remote Latam ID 100/914

25 Oct 2021  
LATAM  
IT Support  
Semi Senior

We are looking for Technical Support professionals to help users when they come in
contact with our support team. Your responsibilities will include technical support, billing, and
some occasional sales inquiries as well. We pride ourselves in providing amazing support to our
rapidly growing customer base.

We strive to be very responsive and to go above and beyond for our customers. We measure
our customer support success in terms of how responsive we are and how many expressions of
love we get from customers. You’ll play a crucial role in maintaining our friendly and personal
rapport with our customers, even while the company scales in size. This is an excellent
opportunity for an upbeat, motivated, and organized individual to kick off with a fast-growing and
well-funded organization.

How You Impact Our Vision

● Taking all first line calls from customers and identifying initial issues
● Successfully resolving customer emails and phone requests through the use of varied
ticketing, content and task management tools
● Identifying and tasking issues that require involvement from Engineers and Tier 2/Tier 3/Tier 4
● Improving our documentation and support PagerDuty.com by adding to our processes and documentation with your own suggestions and efficiencies
● Running some billing and sales related requests
● Leading tickets from high priority customers on an on-call basis

About You

● Excellent written communication, work ethic and attention to details skills
● Experience handling customer issues through a ticketing solution (such as Zendesk)
● Hands-on experience in a technical customer support capacity, supporting customers
using an Enterprise Software or SaaS Solution
● Prior experience taking calls directly from customers in a technical support capacity
● Be willing to work specific hours to provide SLA time-based coverage to our customers
(for example 8 am – 5 pm, 9 am – 6 pm)

Location: LATAM
USD Salary