Remote Tech Support Specialist: Grow with Coaching & Impact

Hireframe; United States; À distance; USD 52 000 - 72 000; Plein temps

Avantages offerts par ce poste

Remote work flexibility

Annual bonuses

Dedicated coaches

Professional growth opportunities

Résumé du poste

Hireframe is seeking a Technical Support Specialist to join our remote-first Tier 2 team. You’ll troubleshoot with our procedures, communicate with customers by phone, email, and SMS, and coordinate with field partners as needed.

You’ll escalate to Engineering when required, maintain case records in Zendesk and Jira, and help improve support documentation and tools. Spanish/English bilingual candidates are strongly preferred to serve a diverse customer base.

Qualifications

• 1–2+ years of customer support experience and ability to follow procedures.
• Handles standard troubleshooting and escalates cleanly.
• Bilingual Spanish/English strongly preferred to serve a diverse client base.

Responsabilités

• Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step.
• Own assigned cases through resolution, including timely customer updates and follow-up.
• Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
• Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
• Maintain accurate case records in Zendesk, Jira, and other support systems.
• Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
• Work closely with Customer Experience, Field, and Engineering as support processes evolve

Connaissances

Customer support

Phone communication

Bilingual Spanish/English

Procedural discipline

Team collaboration

Outils

Zendesk

Jira

Description du poste

Hireframe is seeking a Technical Support Specialist to join our remote-first Tier 2 team. You’ll troubleshoot with our procedures, communicate with customers by phone, email, and SMS, and coordinate with field partners as needed.

You’ll escalate to Engineering when required, maintain case records in Zendesk and Jira, and help improve support documentation and tools. Spanish/English bilingual candidates are strongly preferred to serve a diverse customer base.