Technical Support Specialist

Functions:

As a vital member of our customer support team, the Senior Support Specialist will play a crucial role in uplifting the quality and efficiency of our support services. This role is designed for a dynamic and experienced professional who is passionate about leading a team, enhancing customer experience, and fostering a culture of continuous improvement. The ideal candidate will serve as a guiding force for a team of 7 local support specialists, ensuring they have the mentorship and resources needed to excel in their roles.

Key Responsibilities
Customer Support Excellence: Provide expert-level support for complex customer issues, ensuring high-quality and timely resolution. Analyze support tickets and feedback to identify trends and areas for improvement in product features and user documentation.


Team Leadership and Development: Act as a primary point of contact and a source of inspiration for more junior team members. Provide ongoing mentorship, training, and support to enhance team performance and personal development. Foster a collaborative team environment that encourages knowledge sharing and problem-solving and contribute actively.

Process Implementation and Optimization: Collaborate with internal key stakeholders to identify areas for process improvements within the support framework. Lead the implementation of new processes and tools to increase efficiency, reduce resolution times, and improve customer satisfaction. Regularly review and refine support processes to adapt to changing business needs and technologies.

Cross-functional Collaboration: Serve as a liaison between the support team and cross-functional teams, including application owners, product development, sales, and marketing. Facilitate communication and project coordination to ensure that the support team is aligned with broader company objectives and product updates.
Qualifications:

Technical proficiency and the ability to grasp complex product knowledge quickly.

A customer-centric mindset, with a commitment to delivering exceptional customer support experiences.

Excellent communication and interpersonal skills, with the ability to motivate and lead a team effectively.

Strong background in process implementation and optimization, with a track record of improving team efficiency and customer satisfaction.

Ideally proven experience in a leadership role within customer support or technical support environment.

Development experience: JavaScript

Language experience: Spanish native speaker, C1/C2 English
This role offers an exciting opportunity to lead a dedicated team in delivering exceptional support services, drive continuous improvement initiatives, and contribute to the success of our products and services. If you are a motivated leader with a passion for customer satisfaction and team development, we would love to hear from you.