Remote L3 SaaS Technical Support Engineer

Mercor; Ciudad de Mendoza; À distance; ARS 31 768 000 - 52 946 000; Plein temps

Avantages offerts par ce poste

Fully remote role

Flexible scheduling

Comprehensive onboarding & training

Career growth opportunities

Résumé du poste

Mercor is seeking a Technical Support Representative to deliver high-quality SaaS support to contractors and clients. This remote, full-time role emphasizes customer service, technical troubleshooting, and platform demonstrations to help users navigate workflows and resolve issues efficiently.

You will engage with customers via phone and digital channels, guide them through features, and contribute to continuous improvements by documenting case details and sharing feedback with product teams.

Qualifications

• 2+ years in customer service or technical support
• Fluent in English, both spoken and written
• Experience supporting software/SaaS platforms
• Experience delivering platform demos or customer onboarding
• Strong analytical and problem-solving skills
• Familiarity with CRM tools and ticketing systems

Responsabilités

• Handle inbound calls and provide professional, timely support
• Troubleshoot platform functionality and account setup issues
• Guide customers through platform features and workflows
• Conduct platform demonstrations and walkthroughs
• Investigate issues, identify root causes, and determine solutions
• Document interactions and resolutions in the CRM
• Follow up to ensure customer systems are functioning correctly

Connaissances

Customer service

Technical support

SaaS experience

English fluency

CRM proficiency

Outils

GoHighLevel

HubSpot

Description du poste

Mercor is seeking a Technical Support Representative to deliver high-quality SaaS support to contractors and clients. This remote, full-time role emphasizes customer service, technical troubleshooting, and platform demonstrations to help users navigate workflows and resolve issues efficiently.

You will engage with customers via phone and digital channels, guide them through features, and contribute to continuous improvements by documenting case details and sharing feedback with product teams.