Technical Support Specialist - Telecom B2B

Holafly; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Holafly is seeking a Technical Support Specialist for its B2B unit. In this role, you will provide technical support, train clients, and collaborate with internal teams to improve user experience. You will play a key part in ensuring that partners utilize our technological solutions optimally, supported by a company culture that prioritizes improvement and teamwork.

Benefits

Paid time off

Education bonus

Great company culture

Qualifications

• 2+ years of experience in technical support or customer service.
• Conversational English level B1 or higher.
• Knowledge of APIs and system integration.

Responsibilities

• Provide first and second-level technical support to partners.
• Document solutions in an internal knowledge base.
• Monitor partner performance and satisfaction metrics.

Skills

Technical support

Customer service

Communication skills

Problem-solving

Teamwork

Education

University degree in Telecommunications

Higher Vocational Training in Systems Administration

Tools

JIRA

HubSpot

Shopify

Intercom

Job description

Technical Support Specialist - Telecom B2B

Why Choose Holafly?

Holafly is changing how travelers connect to the internet abroad We're a young and international team of over 500 people based worldwide! Since 2018, we have helped millions of travelers by providing global internet to more than 200 worldwide destinations. At Holafly, we offer you the chance to thrive in a collaborative environment that values continuous improvement, challenges, and learning. Here, you’ll have the opportunity to support initiatives that make a real impact on our B2B & Partnerships growth

Benefits :

• Paid time off to relax and recharge
• Education bonus
• Great company culture and international environment

About the Role:

We are looking for a Technical Support Specialist for our B2B unit at Holafly. This person will be responsible for providing first and second-level technical support to our partners, ensuring an optimal experience in using our technological solutions

Responsibilities:

• Provide first and second-level technical support to partners, resolving incidents and providing assistance with the use of our technological tools.
• Advise and train clients on the integration and optimization of technological solutions.
• Collaborate with internal teams (development, product, operations) to escalate and resolve complex technical issues.
• Document solutions, best practices, and procedures in an internal knowledge base.
• Conduct tests and diagnostics to identify the root cause of incidents and propose effective solutions.
• Monitor partner performance and satisfaction metrics, proposing improvements in the user experience.
• Support the implementation of new functionalities and the management of technological changes within the organization.

Requirements:

• 2+ years of experience in technical support, customer service, or similar roles in telecommunications companies. Experience in SaaS, telecommunications, networks, or cloud environments is a plus.
• Conversational English level B1 or higher. Other languages are a plus.
• University degree in Telecommunications or Higher Vocational Training in Systems Administration or Application Development.
• Knowledge of APIs, system integration, and telecommunications.
• Experience with ticketing tools (JIRA, HubSpot, Shopify, Intercom, etc.).

What else will you need to succeed?

• Ability to analyze logs, diagnose errors, and propose solutions.
• Excellent communication skills and customer orientation.
• Ability to work in a team and manage multiple requests simultaneously.

If you are passionate about technical support and want to be part of an innovative team, we invite you to apply!