Tech Support Specialist

Description

Summary: We are seeking an analytical, solution-oriented TechSupport Customer Service Specialist to manage complex technical cases, analyze data, and coordinate with development teams while prioritizing customer experience. Highlights: 1. Combine excellent customer service with a solid technical foundation 2. Thrive in a fast-paced environment with a collaborative mindset 3. Contribute to continuous learning and shared knowledge 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 RESPONSIBILITIES** ### **Customer 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.