Taking applicationsTechnical Support·Posted 14h ago
Part‑Time Technical Support Specialist
HireframeVerified company
Colombia
Pay
Not listed
Job type
Part-time · Remote
Hours
Flexible
Location
Colombia
EnglishSpanishEntry level
About the role
A part-time remote Tier 2 technical support role handling product issues that need deeper troubleshooting, working with customers by phone, email and SMS and escalating to Engineering when needed. It is a weekend-oriented pool position with a Colombia hiring location and a preference for Spanish/English bilingual candidates.
What you'll do
- Troubleshoot known product issues using company procedures and diagnostic tools
- Ask diagnostic questions, document findings, and determine next steps
- Own assigned cases through resolution with timely customer updates
- Coordinate customers, service partners, and internal teams for field visits
- Escalate complex issues to Engineering with clear summaries
- Maintain accurate case records in Zendesk, Jira, and other systems
- Identify recurring issues and improve troubleshooting procedures and documentation
- Work with Customer Experience, Field, and Engineering as processes evolve
What you'll need
- 1-2+ years of customer support experience
- Comfortable on the phone
- Follows procedures well
- Handles standard troubleshooting and escalates cleanly
- Fits a weekend warrior pool
- Spanish/English bilingual strongly preferred
Skills
TroubleshootingPhone supportZendeskJiraCase documentationEscalation managementCustomer communicationHVAC (nice to have)
Benefits
Permanent remote work flexibilityPerformance bonusDedicated coaches for support and skill-buildingCareer growth
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