Technical Support Specialist providing technical relationship management and support for US clients in a leading marketing platform. Collaborating with Customer Success Managers to ensure partner satisfaction.
About the role
- Technical Support Specialist supporting partners on the Insider One platform. Collaborating within the Customer Success team to enhance partner experience and resolve technical issues.
Responsibilities
- Play a crucial role in the Customer Success Team that owns technical relationships with our partners using our products and services.
- Be an excellent communicator while mastering problem-solving skills.
- Work in coordination with the Customer Success Managers and be primarily responsible for supporting a seamless experience for our partners.
- Troubleshoot technical issues, find resolutions for partner requests, review partner queries, and find creative solutions that streamline their requirements and leverage knowledge to help partners get over technical struggles while expanding to the Insider One platform.
- Contribute to building innovative products by advocating for partners, by taking their feedback and sharing it with the Product team to improve processes and product offerings.
- Meet important SLAs like response time and the lead time for issue resolutions, which is an important aspect.
Requirements
- A Bachelor’s Degree in Business, Communication, Programming, MIS or Engineering-related fields.
- At least 2 years of experience in supporting a software product, ideally in SaaS, or experience in Customer Support or Software Development teams.
- Fluency in written and verbal English and Portuguese, fluency in Spanish would be a plus.
- A high sense of responsibility and accountability.
- Ability to provide timely responses and follow up systematically.
- A natural problem solver with a positive attitude and love for helping others succeed.
- Good debugging/troubleshooting skills.
- Knowledge of HTML, CSS, or other programming languages would be a plus.
Benefits
- Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together.
- Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills.
- Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru.
- Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build.
- Help build the team you want to work with and enjoy rewarding referral bonuses.
- Opportunities to give back to your community through volunteering and purpose-driven social impact projects.
- From global retreats to team-building activities, expect year-round events that turn into lifelong memories.
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