Overview
About the Role
As a Technical Support Specialist, your primary task is to become a trusted advisor to Time Doctor customers by helping them overcome any technical barriers they may encounter before and while using our products, enabling them to achieve their business and team objectives.
A Technical Support Specialist will respond to client interactions in the form of chats and emails in a timely manner. They will continuously manage the conversation(s) while performing necessary technical investigation and troubleshooting until the reported issue is resolved. You will answer basic inquiries about our products, including Billing and Feature related requests, and act as a customer advocate for potential product feature enhancement based on their requirements.
We are looking for a serious and reliable Technical Support Specialist to walk our customers through the process of achieving their goals with our software, whether their problem relates to a user error, a bug, or something else entirely. Schedule may vary between 9:00 PM to 9:00 AM Manila Time.
As a TSS, you will assist other team members within the company (Sales and CSMs) by responding to their technical inquiries and any help they may require to provide service to a customer they are in contact with. You may also be asked to join a client call for technical input.
This particular role may be asked to participate in calls with Portuguese-speaking clients to troubleshoot or discuss any technical aspect of the product.
Your Responsibilities
- Respond to and Manage customer interactions through chat, email, and Zoom calls in a professional and timely manner. Maintain courtesy throughout the conversation.
- Provide technical assistance to customers’ concerns by performing essential troubleshooting and thorough investigation until a resolution is obtained.
- Work closely with Sales and CSMs (when necessary) to ensure the customer experience is prioritized end-to-end.
- Display a sense of urgency and ownership when faced with critical or unknown issues.
- Respond to customers’ basic billing inquiries and assist in processing billing-related tasks such as refunds, account activation, trial extension, and the like.
- Clearly and effectively communicate ideas to both customers and peers.
- Perform first-level QA tasks by testing a potential “Customer Bug” with the aim of reproducing the issue using a test account.
- Respond to internal team’s technical inquiries and assist them in resolving technical issues.
- Attend customer scheduled meetings on time.
- Partner with your regional Squad Leads to escalate any client or other internal concerns or issues and form a plan to resolve or hand off to another team member.
Required Skills & Experience
The ideal candidate must be able to speak both English and Portuguese fluently and must have the following qualifications.
- Experience in a Customer Service role for more than a year, providing technical support to remote customers.
- Experience using Service Desk CRM tools to ensure effective service delivery. (Freshdesk, Zendesk, HubSpot)
- Knowledgeable in SAAS applications and the like.
- Basic knowledge and understanding of multiple technological domains such as Networking, Programming, System Administration, Security, Storage, Database, Saas, etc.
- Ability to communicate clearly and effectively in written and verbal English.
- Possesses a passion for continuous improvement/development.
- Can work with minimum supervision and within a remote work setup.
Important Character Traits:
- Keen attention to detail.
- Excellent Team player
- Proactive and shows initiative.
- Has a strong sense of ownership and values for excellent and high-quality work
- A logical thinker and Problem solver.
- Open, Honest, and shows Integrity.
- Passionate about helping others.
This is a full-time, 100% remote position that will allow you to work from anywhere.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
About Us
Our vision is to be the most trusted time-tracking and productivity application for remote teams. We help companies and employees do their best work. We are looking for people passionate about spreading the practice of remote work with all of the benefits that come with it. We believe that office life is antiquated, that geography should not limit your career prospects, and that people should be able to work from wherever they want.
We’re a diverse global team of over 155 people working 100% remotely in over 42 different countries. We’re looking for innovative team members ready to help us modernize remote work
