Taking applicationsTechnical Support·Posted 14h ago
Part‑time Technical Support Specialist (Peru)
HireframeVerified company
Peru
Pay
Not listed
Job type
Part-time · Remote
Hours
US hours
Location
Peru
EnglishSpanishEntry level
About the role
A part-time 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 Peru-based remote contractor position with weekend-friendly schedules of about 20 hours a week and Spanish/English bilinguals preferred.
What you'll do
- Troubleshoot known product issues using 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 and Jira
- Identify recurring issues and improve troubleshooting procedures and documentation
- Work with Customer Experience, Field and Engineering teams
What you'll need
- 1-2+ years of customer support experience
- Comfortable on the phone
- Follows procedures well
- Escalates cleanly
- Fits a weekend warrior schedule pool
- Spanish/English bilingual strongly preferred
Skills
TroubleshootingDiagnostic questioningZendeskJiraCase documentationEscalation managementPhone supportHVAC (nice to have)
Benefits
Remote workPerformance bonusDedicated coachesCareer growth
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