Global SaaS Technical Support Specialist – AI‑Driven & On‑Call

Sovos Latinoamérica; Santiago; Presencial; CLP 10.044.000 - 16.740.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Global mentoring programs

AI tools from Day 1

Language learning support

Meal allowance

Holiday bonus

Health insurance

Life insurance

Employee assistance programme

Descripción de la vacante

Sovos is seeking a Technical Support Specialist to serve as the critical bridge between our SaaS platform and customers worldwide. You’ll provide swift resolution to escalated technical issues, ensure excellent customer experiences, and contribute to a culture of continuous improvement across our global support organization.

You’ll document interactions, create knowledge base articles, and onboard new customers, with ongoing follow-ups to ensure satisfaction.

Formación

• Able to troubleshoot complex technical issues and communicate solutions to customers.
• Experience with ticketing systems such as Zendesk, Freshdesk, Salesforce, Jira or similar.

Responsabilidades

• Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner, troubleshooting software issues by replicating problems, identifying root causes, and implementing solutions.
• Document all customer interactions, issues, and resolutions in the support ticketing system, and escalate complex technical problems to appropriate teams when necessary.
• Create and maintain knowledge base articles and troubleshooting guides, leveraging AI tools to improve documentation quality and searchability.
• Provide product training and onboarding assistance to new customers, conducting regular follow-ups to ensure satisfaction with resolutions.
• Identify recurring issues and collaborate with product teams on improvement opportunities, staying current with product updates, new features, and technical developments.
• Participate in on-call rotations to provide after-hours support when needed.

Conocimientos

Troubleshooting

Customer communication

Ticketing systems

APIs

AI tooling

On-call support

English

Herramientas

Zendesk

Freshdesk

Salesforce

Jira

Postman

Descripción del empleo

Sovos is seeking a Technical Support Specialist to serve as the critical bridge between our SaaS platform and customers worldwide. You’ll provide swift resolution to escalated technical issues, ensure excellent customer experiences, and contribute to a culture of continuous improvement across our global support organization.

You’ll document interactions, create knowledge base articles, and onboard new customers, with ongoing follow-ups to ensure satisfaction.