Technical Support Representative | Saas Industry | 100% Remote

Prometeo Talent; Bogotá; À distance; COP 95 484 000 - 165 505 000; Plein temps

Avantages offerts par ce poste

Fully remote

Flexible scheduling

Onboarding & training

Career growth

Résumé du poste

Prometeo Talent is hiring a Technical Support Representative for a fast-growing US SaaS company serving construction permitting customers. This remote, phone-driven role supports contractors across the US, guiding them through platform navigation, filings, and workflows to keep projects moving.

The ideal candidate brings at least 2 years in customer service or tech support, fluent English, strong analytical skills, and comfort explaining technical concepts.

Qualifications

• At least 2 years in customer service or technical support in a phone-based role.
• Full professional fluency in English (spoken and written).
• Experience with software platforms, SaaS, and CRM systems.
• Experience delivering platform demos or training.
• Strong analytical and problem-solving abilities.
• Attention to detail and accuracy.

Responsabilités

• Handle inbound calls with professional, timely, and solution-oriented support.
• Troubleshoot platform functionality and account setup.
• Guide customers through platform features, workflows, and processes to resolve issues.
• Conduct platform demonstrations for new users and explain features.
• Investigate issues to identify root causes and determine best actions.
• Own customer issues from contact to resolution and escalate when needed.
• Follow up with customers to ensure solutions work and satisfaction.
• Maintain CRM documentation of interactions, troubleshooting steps, and resolutions.
• Identify recurring issues and communicate with product/ops teams for improvements.
• Meet targets for call volume, resolution rates, and customer satisfaction.

Connaissances

Customer service

Technical problem-solving

Analytical thinking

Communication skills

Attention to detail

Ownership mindset

Outils

GoHighLevel

HubSpot

CRM systems

Description du poste

Technical Support Representative

About the Opportunity

We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. Serving over 5,000 licensed contractors across Florida, Ohio, and Michigan, the company is looking for a key team member in Latin America to provide technical support, guide customers through its platform, and help keep their projects moving.

This is an opportunity to join a growing technology company where you will combine customer service, technical problem-solving, and platform expertise to deliver an outstanding customer experience.

What We're Looking For

We're seeking a Technical Support Representative who is friendly, reliable, detail-oriented, and comfortable working with technology. The ideal candidate has a strong analytical mindset, enjoys troubleshooting problems, and can understand how and why systems and processes work; not just follow a script.

This is a primarily phone-based role where you'll assist contractors with platform navigation, technical questions, permit filings, account management, and troubleshooting. You'll also guide customers through platform features, explain workflows, and conduct demonstrations to help them understand how to use the software effectively.

We're looking for someone who takes ownership, thinks critically, identifies the root cause of problems, and communicates technical information clearly to customers with different levels of technical knowledge.

Key Responsibilities

Technical Support (Primary Focus)

• Handle inbound customer calls and provide professional, timely, and solution-oriented support.

• Troubleshoot issues related to platform functionality, account setup, document uploads, permit filings, and general software usage.

• Guide customers step by step through platform features, workflows, and processes to help them resolve issues independently.

• Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.

• Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.

• Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.

• Follow up with customers to confirm that solutions are working and ensure a positive support experience.

Platform Knowledge & Technical Troubleshooting

• Develop a strong understanding of the company's SaaS platform, its features, and construction permitting workflows.

• Quickly learn new software tools, CRM systems, and browser-based applications.

• Help customers understand not only what steps to follow but also why certain processes are required.

• Identify patterns in recurring technical issues and communicate findings to the appropriate teams.

• Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM.

Analytical Thinking & Continuous Improvement

• Apply critical thinking and attention to detail when investigating customer issues and working with platform data.

• Analyze situations that fall outside standard procedures and use sound judgment to identify practical solutions.

• Identify recurring problems, process inefficiencies, and opportunities to improve the customer experience.

• Share feedback and actionable insights with product and operations teams to support platform improvements.

• Meet performance targets related to call volume, resolution rates, customer satisfaction, and support quality.

Requirements

• At least 2 years of experience in customer service, technical support, or a similar customer-facing role, preferably in a phone-based or call center environment.

• 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 is highly valued.

• Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes.

• Excellent attention to detail and the ability to handle information accurately.

• A technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software.

• Proficiency in Microsoft Excel and confidence working with spreadsheets.

• Strong communication skills and the ability to explain technical concepts in a clear, accessible way.

• A proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues.

Preferred Qualifications

• Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.

• Experience in SaaS technical support, software troubleshooting, or application support.

• Experience delivering live platform demonstrations, onboarding sessions, or customer training.

• Familiarity with ticketing systems, knowledge bases, and customer support tools.

• Experience identifying recurring technical issues or contributing to process and operational improvements.

• Ability to work with multiple browser-based applications while managing customer interactions.

Equipment & Technical Requirements

• Reliable high-speed internet connection suitable for full-time remote work and video calls.

• A reliable laptop capable of running multiple browser-based applications simultaneously (desktop computers are not accepted).

• A working webcam for meetings, training, and platform demonstrations.

• A quiet, professional, and distraction-free home workspace.

What We Offer

• Competitive full-time compensation based on experience.

• Fully remote role with flexible scheduling options.

• Structured onboarding and ongoing product and technical training.

• A supportive team culture where ideas, initiative, and problem-solving are encouraged.

• Opportunities to develop technical support and SaaS platform expertise.

• Clear opportunities for professional growth within the company.