Work mode: Hybrid
Work Location:
Think Future SA de CV
A: Av. Chapultepec #284, Piso 1 Col. Americana, Guadalajara, Jal. México CP 44160
Work Days: Mon-Fri, 8-5 (rotational shift)
Description :
Can you handle managing multiple projects, no problem? We are looking for a Technical Support Specialist (T-2) to join our team! As a Technical Support Specialist, you’ll work with Customer Success, Product, and R&D teams worldwide to drive event success for our customers. You’ll make customers happy, solve complex problems, and be the force of good to increase the value we deliver to their organization.
This role will require a flexible schedule in order to best support our customers, some days you will need to work from 8-5, others might require 11am-8pm at the office premises at Guadalajara. So we are looking for someone who is a self-starter and is comfortable working independently and with flexible hours!
Responsibilities :
Handling complex technical issues/escalations over Zoom, email, and phone
Helping to configure clients’ accounts & streaming setups to ensure maximum event success
Managing a queue of web design requests from our enterprise clients
Providing day-of-event support to our enterprise clients (Amazon, Salesforce, Google, etc.)
Working cross functionally with our Product, Engineering, and Customer Success teams to achieve clients’ desired end goals
Qualifications :
2+ years experience in a successful customer support role in a B2B SaaS company with clear progression of roles & responsibilities
Technical background: you have experience troubleshooting APIs, complex integrations, and web design issues
You may not code every day, but you’re well-versed in HTML, CSS and Javascript.
Familiarity with Chrome, Safari, or Firefox web developer tools, APIs and error logs to diagnose and troubleshoot client issues both with their network and software
Familiarity with Zendesk, Salesforce Service Cloud, & Jira
Ability to manage multiple competing priorities with a sense of urgency
Who you are:
You’re comfortable working with enterprise clients & executives from companies of all sizes, and enjoy doing so
You have excellent oral and written skills in English, which is a MUST
You have a sense of humor and know when and how to use it during escalations
You’re a people person - you enjoy talking through issues and working directly with clients
Able to have attention to detail and accurately follow procedures
Able to collaborate with peers in various organizations is critical
About Us:
We at Think Future Technologies (TFT) provide Technology Services to our customers, enabling them to achieve superior business outcomes. We come in as a trusted Partner completely owning the Technology piece. We brainstorm on our customer's business problems, arrive at the right solution framework, deploy the right blend of technical resources, and thereon provide optimal delivery at every step of the project implementation.