Remote SaaS Tier 2 Tech Support Engineer

Hireframe

Rosario

Remote

ARS 46,120,000 - 83,017,000

Full time

2 days ago

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Benefits offered by this job

Fully remote role

Structured onboarding and training

Professional growth opportunities

Job summary

Hireframe is seeking a Technical Support Representative for a 100% remote role serving Latin America. You will assist contractors with platform navigation, documentation uploads, permit filings, and account management while guiding users through workflows and features.

The role combines customer service, technical troubleshooting, and platform expertise to deliver a strong customer experience. Ideal candidates have 2+ years in a technical support or customer-facing role, fluency in English,

Qualifications

At least 2 years of experience in customer service, technical support, or a similar customer-facing role.
Full professional fluency in English, both spoken and written.
Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools.
Experience conducting platform demos, software walkthroughs, or feature explanations for customers.
Strong analytical and problem-solving skills with attention to detail.
Tech-savvy mindset and willingness to learn new tools and systems.
Proficiency in Microsoft Excel and ability to work with spreadsheets.
Excellent communication skills with the ability to explain technical concepts clearly.
Proactive attitude and ownership when handling customer issues.

Responsibilities

Handle inbound customer calls and provide professional, timely, solution-oriented support.
Troubleshoot platform functionality, account setup, document uploads, and general software usage.
Guide customers step by step through features and workflows to enable self-resolution.
Conduct platform demonstrations and walkthroughs to showcase key features.
Investigate issues, identify root causes, and determine best actions; escalate when needed.
Follow up to ensure solutions work and customers have a positive experience.
Maintain accurate CRM documentation of interactions and resolutions.