Tech Customer Support Specialist
4 semanas atrás
Company Description
RediRedi is a growing product promotion SaaS for small business owners worldwide. Founded by experienced entrepreneurs, we are trusted by over 4,000 small business owners who rely on our solution. With RediRedi, small business owners can easily promote their products across multiple online channels, including Instagram, Facebook and WhatsApp. Our innovative platform is revolutionizing the way businesses showcase their products online, making it easier than ever to create stunning digital catalogs that drive sales and engagement.
Join us in spreading the word and helping small businesses succeed
Why join our team?
- Make an impact: Your work will directly contribute to the success of countless businesses around the world, helping them reach new customers and grow their revenue.
- Work with cutting-edge technology: We're constantly pushing the boundaries of what's possible in e-commerce, and you'll have the opportunity to work with the latest technologies and frameworks.
- Collaborate with brilliant minds: Our team is made up of passionate, creative, and talented individuals who are always eager to learn and grow.
- Enjoy a vibrant culture: We foster a supportive and inclusive environment where everyone feels valued and empowered to do their best work.
- Be part of something big: We're a fast-growing company with ambitious goals, and we're looking for individuals who are excited to be part of our journey.
Role Description:
This is a full-time remote role for a Customer Support Specialist with a strong technical background. You will be responsible for providing exceptional customer support and ensuring customer satisfaction, particularly in areas related to DNS management, IP configuration, and application log analysis. Your day-to-day tasks will include handling customer inquiries, resolving technical issues, and providing product support. You will collaborate with other teams to improve customer experience and contribute to ongoing product development, especially in areas requiring technical troubleshooting.
Main Responsibilities:
- Technical Troubleshooting: Diagnose and resolve technical issues related to DNS records, IP configurations, and other web domain setups.
- Customer Support: Respond to customer inquiries via email, phone, and chat in a timely and professional manner, providing excellent service and support.
- Log Analysis: Analyze application logs to identify errors and assist users in resolving complex technical problems.
- Issue Escalation: Escalate complex or unresolved issues to appropriate team members or departments when necessary.
- Record Maintenance: Maintain accurate records of customer interactions and transactions using our ticket management system.
- Collaboration: Work closely with other team members to identify and resolve common technical issues and contribute to continuous improvement of support processes.
- Knowledge Sharing: Keep the customer knowledge base and help resources up to date with new information, including product updates and common troubleshooting steps.
- Continuous Learning: Stay updated with product knowledge, new features, and emerging technical trends that may impact customer experience.
Qualifications:
- Intermediate or advanced level of Spanish and English is required.
- Familiarity with ticket and chat management platforms such as Intercom.
- Strong technical support skills, particularly in DNS, IP setup, and application log analysis.
- Experience in troubleshooting and problem-solving within technical environments.
- Excellent written and verbal communication skills with a strong customer satisfaction focus.
- Ability to work independently and remotely, managing time and tasks effectively.
- Experience in the SaaS and e-commerce industry is a plus.
- Bachelor’s degree in a technical field (e.g., Computer Science, Information Technology) is preferred.
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