SaaS Technical Support Advocate - AI & Presentations

Boldr; Mérida; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Technical Support Specialist to join our Gamma customer support team. You will assist users via chat and email, diagnose issues, and guide customers in using AI content generation, templates, and collaboration tools.

You’ll maintain a professional, empathetic tone, log interactions, and help improve our knowledge base while collaborating with tier 2 and development teams. US business hours availability is preferred, with flexibility based on needs.

Formación

• 2 years of SaaS customer or technical support experience.
• Familiarity with help desk or ticketing systems (Intercom experience a plus).
• Familiarity with website-building tools, content management systems, or presentation software
• Strong technical aptitude for troubleshooting digital platforms and web-based apps.
• Excellent written communication skills with the ability to explain technical concepts clearly.
• Patience, empathy, and active listening skills to understand customer needs.

Responsabilidades

• Respond to customer inquiries via chat and email support channels using the Intercom platform.
• Provide technical troubleshooting by diagnosing and resolving users issues related to presentations, website building, account management, and platform functionality.
• Guide users through Gamma’s features, including AI content generation, template customization, publishing, and collaboration tools.
• Provide accurate, timely solutions with a professional and empathetic tone.
• Log customer interactions, track recurring issues, and contribute to knowledge base improvements.
• Escalate complex technical issues to tier 2 support or development teams
• Educate users on platform capabilities and best practices for creating presentations and websites
• Maintain high standards of response time, accuracy, and customer satisfaction.

Conocimientos

SaaS support experience

Intercom

Technical troubleshooting

Written communication

Multi-tasking

Collaboration

Herramientas

Intercom

Descripción del empleo

Boldr is seeking a Technical Support Specialist to join our Gamma customer support team. You will assist users via chat and email, diagnose issues, and guide customers in using AI content generation, templates, and collaboration tools.

You’ll maintain a professional, empathetic tone, log interactions, and help improve our knowledge base while collaborating with tier 2 and development teams. US business hours availability is preferred, with flexibility based on needs.