Technical Support Specialist – SaaS | Customer Champion

Boldr

México

A distancia

MXN 360.000 - 540.000

Jornada completa

14 días+

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Descripción de la vacante

Boldr is seeking a Technical Support Specialist to join Gamma's customer support operations. You will help users navigate the platform, troubleshoot issues, and leverage features like AI content generation and template customization.

You will communicate clearly and empathetically while logging interactions to improve knowledge bases. Ideal candidates have 2+ years in SaaS support, familiarity with Intercom, and strong problem-solving abilities.

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.

Responsabilidades

Respond to customer inquiries via chat and email support channels using Intercom.
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.