Remote Technical Support Specialist II (Costa Rica)

Smartsheet; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

Smartsheet is seeking a Technical Support Specialist to join our global support team. This role is eligible for remote work within Costa Rica, and applicants must reside there.

You will help customers by diagnosing issues, guiding through solutions, and collaborating across teams to improve support experiences. You will become Smartsheet Product Certified and support customers via email, phone, and chat, while aligning with leadership to meet performance targets and contribute to ongoing

Qualifications

• Excellent written, verbal and interpersonal communication skills.
• 1+ years of Technical or Customer support experience, or equivalent.
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
• Working knowledge of assigned feature a plus
• Flexibility in your working hours as this position will require work outside of standard business hours

Responsibilities

• Troubleshoot customer issues using internal & external documentation, various tools, and escalation resources to resolve customer issues and deliver great customer experiences
• Become Smartsheet Product Certified and work with customers through email, phone, and chat
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
• Become an expert in a specific product area
• Contribute to team projects
• Give and receive thoughtful feedback on team processes and leadership
• Manage other responsibilities as assigned

Skills

Communication skills

Customer support

Empathy

Problem ownership

Flexible hours

Job description

Smartsheet is seeking a Technical Support Specialist to join our global support team. This role is eligible for remote work within Costa Rica, and applicants must reside there.

You will help customers by diagnosing issues, guiding through solutions, and collaborating across teams to improve support experiences. You will become Smartsheet Product Certified and support customers via email, phone, and chat, while aligning with leadership to meet performance targets and contribute to ongoing