Taking applicationsTechnical Support·Posted 14h ago
Technical Support Specialist (Colombia)
HireframeVerified company
Colombia
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
Colombia
EnglishSpanishMid level
About the role
Tier 2 technical support role for a staffing company, troubleshooting connected-device and hardware product issues by phone, email, and SMS while owning cases through resolution. It is a Colombia-based remote position that requires prior experience working US hours, with Spanish/English bilingualism strongly preferred.
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
- Collaborate with Customer Experience, Field, and Engineering teams
What you'll need
- 3+ years in customer-facing technical support or remote troubleshooting
- Prior US-hours work experience
- Experience building or standardizing processes (SOPs, macros, knowledge base, escalation paths)
- Comfortable talking to non-technical end users and engineers or field techs
- Individual contributor with seniority, not a team lead
- Spanish/English bilingual strongly preferred
- Hardware, connected devices, appliances, or field service experience a plus
- HVAC experience a nice-to-have
Skills
Technical troubleshootingDiagnostic questioningZendeskJiraCase documentationEscalation managementProcess/SOP buildingSpanish/English bilingual communication
Benefits
Permanent remote workPaid time offPerformance bonusDedicated coachesCareer growth
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