Technical Support Specialist - Entry Level

Sovos Latinoamérica; Santiago; Presencial; CLP 10.044.000 - 14.508.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Meal Allowance

Holiday Bonus

Language Learning Support

Global Mentoring Programs

Descripción de la vacante

Sovos is seeking a Technical Support Specialist to bridge our SaaS platform with customers worldwide, delivering swift resolution to escalated issues and contributing to continuous improvement across the support organization.

In this role, you will handle tickets, document interactions, create knowledge articles, provide onboarding, and collaborate with product teams to drive product updates while participating in on-call rotations.

Formación

• Experience supporting SaaS products with a customer-first mindset.
• Ability to explain technical concepts clearly to non-technical users.
• Hands-on experience with ticketing systems and case management.
• Knowledge of web technologies and APIs to troubleshoot integrations.
• Fluent English, with proficiency in Spanish, Portuguese, or Turkish per product.

Responsabilidades

• Respond to and resolve technical support tickets, calls, and emails promptly.
• Document interactions, issues, and resolutions in the ticketing system and escalate when needed.
• Create and maintain knowledge base articles and troubleshooting guides with AI-assisted tooling.
• Provide product training and onboarding to new customers and follow up on resolutions.
• Identify recurring issues and work with product teams on improvements and updates.
• Participate in on-call rotations for after-hours support.

Conocimientos

Technical Troubleshooting

Customer Communication

Ticketing Systems

APIs & Web

English & Spanish

Linux Basics

Herramientas

Zendesk

Freshdesk

Salesforce

Jira

Descripción del empleo

SOVOS

Technical Support Specialist

Client Support·Full-Time·Chile

Build Your Future With Us

The digitization of tax compliance is fundamentally changing global commerce and how businesses need to operate and grow. Governments now have real-time visibility into business data, creating new challenges and new opportunities for organizations around the world. At Sovos, we're transforming tax compliance from a business requirement into a driver of growth through AI-powered technology that delivers the accurate, real-time insights businesses need to make smarter decisions.

We're solving more than today's tax compliance challenges. We're helping reshape global economies by enabling organizations to navigate increasingly complex and rapidly changing regulatory environments with confidence – and helping communities thrive.

AI is accelerating what's possible, enabling tax and technology professionals to more effectively drive critical regulatory decisions. That's where Sovos excels, combining intelligent technology with human expertise to help customers stay ahead of change.

Don't worry if you don't check every box. We're focused on hiring great people, not perfect resumes. It's less about what you've done elsewhere and more about what you're capable of doing here.

The Role

At Sovos, we're looking for a Technical Support Specialist to serve as the critical bridge between our SaaS platform and our 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.

More Specifically, You Will

• 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 elevate 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.

What You Bring to Sovos

• You can troubleshoot complex technical issues and communicate solutions effectively to customers, with a strong technical aptitude and the ability to quickly learn new software platforms and technologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users in a patient and empathetic manner, even during high-stress situations.
• Problem-solving mindset with strong analytical and diagnostic abilities, and experience with ticketing systems (Zendesk, Freshdesk, Salesforce, Jira, or similar platforms).
• Basic understanding of web technologies, APIs, and integration concepts, with comfort using AI-assisted workflows to improve efficiency and accuracy.
• Self-motivated with the ability to work independently while collaborating effectively with team members, balancing multiple support cases with varying priorities.
• Fluent in English for customer communication, plus proficiency in one of the following: Spanish, Portuguese, or Turkish (depending on product assignment).
• Nice to have: experience using tools like Postman for API testing, Grafana for monitoring, or basic Linux command-line work.

The Process

We believe in a transparent and comprehensive hiring process. Here's what you might expect:

1. Pre-Employment Assessment

   Regionally specific assessments we use to mitigate bias and give every applicant a fair shot.

2. Video Interview

   A chance to meet as many qualified applicants as possible and get to know you beyond your resume.

3. Meeting with a Recruiter

   A conversation to talk through the role, your experience, and your goals.

4. Live Interviews with the Hiring Team

   Meet the people you'll work with and dig into the day-to-day of the role.

Life at Sovos

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Global Mentoring Programs
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Language Learning Support
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Comprehensive Health, Dental and Catastrophic Insurance
• Life Insurance
• Employee Assistance Programme
• Meal Allowance
• Holiday Bonus

Equal Opportunity Employer

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to contribute authentically and be valued for their unique perspectives.

Company Background

Sovos is transforming tax compliance from a business requirement to a force for growth. Our flagship product, the Sovos Compliance Cloud platform, enables businesses to identify, determine, and report on every tax obligation across the globe. Sovos processes nearly 20 billion transactions per year, helping companies scale their compliance strategy in 150+ countries.

More than 100,000 customers – including half the Fortune 500 – trust Sovos’ tax and regulatory expertise and unparalleled integration with their business applications. Learn more at sovos.com.

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