Part-time Technical Support Specialist (Peru)

Hireframe; Comisión de Fomento de Perú; Remote; ARS 68,215,000 - 98,533,000; Full time

Benefits offered by this job

Permanent remote work flexibility

Annual performance bonuses

Dedicated coaches for skill-building

Opportunities for professional growth

Job summary

Hireframe is a remote-first company seeking a Technical Support Specialist to join our Tier 2 support team. You will troubleshoot product issues, guide customers through steps by phone, email, and SMS, and coordinate with service partners for field visits.

You’ll escalate to Engineering when needed and maintain case records across Zendesk and Jira. Strong communication in Spanish and English is preferred, with 1–2+ years of experience.

Qualifications

• 1–2+ years of customer support experience.
• Phone-friendly and able to follow procedures.
• Spanish/English bilingual preferred.

Responsibilities

• Troubleshoot product issues with customers using procedures and tools.
• Ask diagnostic questions, document findings, and determine next steps.
• Own cases through resolution with timely updates.
• Coordinate with 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 gaps and help improve troubleshooting docs and tools.
• Work with Customer Experience, Field, and Engineering as processes evolve.

Skills

Customer support

Phone support

Troubleshooting

Escalation

Bilingual Spanish/English

Tools

Zendesk

Jira

Job description

As a Technical Support Specialist, you'll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.

You'll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you'll gather the relevant findings and provide a clear escalation. You'll remain responsible for customer communication and follow-up as the case moves toward resolution.

Work schedule options:

• Option A: Sat + Sun, 9 am - 7 pm EST (2 days, 10 hrs each)
• Option B: Thurs - Sun, 4 pm - 9 pm EST (4 days, 5 hrs each)

What you'll own:

• Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step.
• Own assigned cases through resolution, including timely customer updates and follow-up.
• Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
• Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
• Maintain accurate case records in Zendesk, Jira, and other support systems.
• Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
• Work closely with Customer Experience, Field, and Engineering as support processes evolve

• 1–2+ years of customer support, phone-comfortable, and follows procedures well.
• Handles standard troubleshooting and escalates cleanly.
• A good fit for a "weekend warrior" pool.
• Spanish/English bilingual is strongly preferred.

Nice to have:

• HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

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