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Part-time Technical Support Specialist (Peru)

4 hours, 10 minutes ago
Peru
Part-time
Junior
Technical Support Engineer
Customer and Technical Support
JIRA
Apply Now
Hireframe

Hireframe

Hireframe is a nearshore and offshore staffing agency that sources top remote talent for high growth companies, offering on-demand recruitment services for critical positions in various sectors.

Professional Services
51-250
View All Jobs 41

Description

  • Troubleshoot known product issues using established procedures and diagnostic tools.
  • Ask effective diagnostic questions, document findings, and determine next steps.
  • Own assigned customer cases through resolution, including updates and follow-up.
  • Coordinate customers, service partners, and internal teams for field visits and outcome tracking.
  • Escalate complex issues to Engineering with symptoms, completed troubleshooting, and supporting information.
  • Maintain accurate case records in Zendesk, Jira, and other support systems.
  • Identify recurring issues and improve troubleshooting procedures, documentation, and tools.
  • Collaborate with Customer Experience, Field, and Engineering teams as processes evolve.
  • Support customers by phone, email, and SMS.
  • Work either Saturday and Sunday from 9 a.m. to 7 p.m. EST or Thursday through Sunday from 4 p.m. to 9 p.m. EST.

Requirements

  • 1–2+ years of customer support experience.
  • Comfort communicating with customers by phone.
  • Ability to follow procedures and perform standard troubleshooting.
  • Ability to escalate issues clearly and effectively.
  • Strong technical aptitude and critical-thinking skills.
  • Spanish/English bilingual proficiency strongly preferred.
  • Availability for one of the specified weekend-oriented schedules.
  • HVAC experience preferred but less important than technical aptitude, critical thinking, and phone skills.

Benefits

  • Permanent remote work flexibility.
  • Annual performance bonuses.
  • Dedicated coaching for support and skill development.
  • Professional growth opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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