Technical Customer Support Specialist

Job Title: Technical Customer Support Specialist

Employment Type: Full-Time

Compensation: $1,400–$1,800 USD/month

Location: Latin America (Remote)

About the Company

We are partnering with an established software company that has provided technology solutions to dental practices for over 20 years. The company operates with a close-knit team of approximately 20 employees, many of whom have worked together for years, creating a collaborative and supportive work environment.

About the Role

We are seeking a Technical Customer Support Specialist to join a growing support team. This role is ideal for someone who enjoys helping customers, solving technical issues, and learning new technologies.

You will serve as a primary point of contact for customers, assisting them via phone, email, and chat while troubleshooting software-related issues and ensuring a positive customer experience.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat.

• Troubleshoot software and technical issues and provide effective solutions.

• Investigate problems, identify root causes, and implement fixes or workarounds.

• Maintain accurate records of customer interactions and resolutions in the support ticketing system.

• Create and update knowledge base articles, FAQs, and internal documentation.

• Escalate complex issues to engineering or product teams when necessary.

• Follow up with customers to ensure issues have been fully resolved.

• Collaborate with product, engineering, and sales teams to communicate customer feedback and product improvement opportunities.

• Meet response and resolution service-level targets while maintaining high-quality support.

• Stay current on product updates, features, and industry best practices.

• Manage support requests across multiple communication channels.

Qualifications

Required

• Advanced English communication skills, both written and verbal.

• Previous experience in customer support, technical support, help desk, or a similar role.

• Strong troubleshooting and problem-solving abilities.

• Excellent organizational skills and attention to detail.

• Ability to explain technical concepts clearly to non-technical users.

• Comfortable learning software applications and technical systems.

• Reliable internet connection and remote work environment.

Preferred

• Experience supporting SaaS or software products.

• Familiarity with ticketing systems and customer support tools.

• Experience creating documentation, FAQs, or knowledge base content.

Who We're Looking For

The ideal candidate is:

• Genuinely interested in the role and eager to build a long-term career.

• Curious, engaged, and motivated to learn.

• Customer-focused and solution-oriented.

• Proactive, dependable, and accountable.

• Comfortable working independently in a remote environment.

• Excited to contribute to a collaborative team culture.

What You'll Get

• Fully remote position.

• Stable company with a long-standing customer base.

• Supportive and experienced team environment.

• Opportunities to learn, grow, and expand your technical skills.

• Direct impact on customer success and product improvement.