Technical Customer Support Specialist
Job Title: Technical Customer Support Specialist Employment Type: Full-Time Compensation: $1,400–$1,800 USD/month Location: Latin America (Remote)
About the Company
We are partnering with an established software company that has provided technology solutions to dental practices for over 20 years. The company operates with a close-knit team of approximately 20 employees, many of whom have worked together for years, creating a collaborative and supportive work environment.
About the Role
We are seeking a Technical Customer Support Specialist to join a growing support team. This role is ideal for someone who enjoys helping customers, solving technical issues, and learning new technologies. You will serve as a primary point of contact for customers, assisting them via phone, email, and chat while troubleshooting software-related issues and ensuring a positive customer experience.
Key Responsibilities
Respond to customer inquiries via phone, email, and chat. Troubleshoot software and technical issues and provide effective solutions. Investigate problems, identify root causes, and implement fixes or workarounds. Maintain accurate records of customer interactions and resolutions in the support ticketing system. Create and update knowledge base articles, FAQs, and internal documentation. Escalate complex issues to engineering or product teams when necessary. Follow up with customers to ensure issues have been fully resolved. Collaborate with product, engineering, and sales teams to communicate customer feedback and product improvement opportunities. Meet response and resolution service-level targets while maintaining high-quality support. Stay current on product updates, features, and industry best practices. Manage support requests across multiple communication channels.
Qualifications
Required Advanced English communication skills, both written and verbal. Previous experience in customer support, technical support, help desk, or a similar role. Strong troubleshooting and problem-solving abilities. Excellent organizational skills and attention to detail. Ability to explain technical concepts clearly to non-technical users. Comfortable learning software applications and technical systems. Reliable internet connection and remote work environment. Preferred Experience supporting SaaS or software products. Familiarity with ticketing systems and customer support tools. Experience creating documentation, FAQs, or knowledge base content. Who We're Looking For The ideal candidate is: Genuinely interested in the role and eager to build a long-term career. Curious, engaged, and motivated to learn. Customer-focused and solution-oriented. Proactive, dependable, and accountable. Comfortable working independently in a remote environment. Excited to contribute to a collaborative team culture. What You'll Get Fully remote position. Stable company with a long-standing customer base. Supportive and experienced team environment. Opportunities to learn, grow, and expand your technical skills. Direct impact on customer success and product improvement.