Technical Support Specialist

4 semanas atrás

São Paulo, São Paulo, Brasil Time Doctor Tempo inteiro
We are an established SaaS company passionate about enabling a "work from anywhere" world. We walk the talk and are leaders in asynchronous work. We offer unique benefits including paid sabbatical, work from anywhere, and most importantly the opportunity to be a leader in transitioning the world to remote work. This is a full-time, 100% remote position that will allow you to work from anywhere.
**About the Role**:
We're looking to add a talented Technical Support Representative to help us accelerate the future of remote work. As a Technical Support Specialist, your primary task is to become a trusted advisor to Time Doctor customers by helping them overcome any technical barriers they may encounter before and while using our products, enabling them to achieve their business and team objectives.
As a TSS, you will assist other team members within the company (Sales and CSMs) by responding to their technical inquiries and any help they may require to provide service to a customer they are in contact with. You may also be asked to join a client call for any necessary technical input.You will be required to be available 4PM - 3AM GMT +8 timezone.
**Your Responsibilities**:
- Provide technical assistance to customers' concerns by performing essential troubleshooting and thorough investigation until a resolution is obtained.
- Work closely with Sales and CSMs (when necessary) to ensure the customer experience is prioritized end-to-end.
- Display a sense of urgency and ownership when faced with critical or unknown issues.
- Respond to customers' basic billing inquiries and assist in processing billing-related tasks such as refunds,

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