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Tier 2 Escalation Specialist

1 hour, 13 minutes ago
Costa Rica
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Smartsheet

Smartsheet

Smartsheet provides an enterprise work management platform that enables teams to efficiently manage projects, automate processes, and enhance collaboration through a user-friendly interface that combines spreadsheet functionality with advanced workflow...

Internet Software & Services
1K-5K
Founded 2005
View All Jobs 109

Description

  • Handle customer technical issues with urgency and ownership while keeping stakeholders informed.
  • Troubleshoot issues using internal and external documentation, log files, tools, and other resources to identify root causes.
  • Research, test, and document investigations to help resolve customer cases and support team goals.
  • Collaborate daily with colleagues to research and resolve complex customer-impacting issues.
  • Provide guidance on troubleshooting techniques and help upskill teammates.
  • Work with customers through email, phone, and chat.
  • Contribute to internal and external documentation.
  • Manage additional responsibilities and job duties as assigned.

Requirements

  • 2+ years of technical support or customer support experience, or equivalent.
  • Ability to demonstrate empathetic and confident issue ownership.
  • Strong problem-solving interest and willingness to engage on complex matters.
  • Excellent written, verbal, and interpersonal communication skills.
  • Ability to work independently or collaboratively in a fast-paced environment.
  • Working knowledge of the assigned feature is strongly preferred.
  • Comfort using cloud applications.
  • Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks.
  • Conceptual understanding of a RESTful service.
  • Comfort working in ambiguous situations with little to no direction.
  • Flexibility to work outside of standard business hours.
  • Must reside in Costa Rica; role is eligible for remote work within Costa Rica.

Benefits

  • Fully paid health and life insurance for full-time employees and family members.
  • Monthly stipend to support work and productivity.
  • Asociacion Solidarista with employee and employer contributions and potential alliances with universities, gyms, and other entities.
  • 12 days of paid vacation plus a Flexible Time Away Program.
  • 20 weeks of fully paid maternity leave.
  • 12 weeks of fully paid paternity/adoption leave.
  • Personal paid volunteer day.
  • Professional growth and development opportunities, including access to Udemy online courses.
  • Company-funded perks including a counseling membership and a personal Smartsheet account.
  • Teleworking options from any registered location in Costa Rica.

Interested in this position?

Apply directly on the company website

Apply Now

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