Technical Support Specialist (LATAM)

The Technical Support Specialist is essential to ensuring customer satisfaction and maintaining smooth software operations. This role acts as a crucial bridge between our product and development teams, and both internal and external users. The ideal candidate has excellent communication and interpersonal skills, strong technical ability, and a passion for helping others. They must be able to work independently and collaboratively, prioritize tasks effectively, and stay positive under pressure. The Technical Support Specialist is key to the overall success of our organization and the satisfaction of our customers.

Key Responsibilities:

Software Support: Provide Xometry employees with timely software support by responding to and diagnosing incoming support tickets, tracking open issues, and keeping users informed of issue status.

Problem Resolution: Utilize available resources to promptly identify, analyze, troubleshoot, and resolve issues to minimize user downtime. Efficiently and professionally communicate with Xometry's customers, partners, and staff through various channels to resolve their software-related issues and ensure a positive customer experience. 

Escalation: When software support is unable to resolve an issue, create a detailed support ticket for Product and Software Engineering. Include relevant logs, sessions, videos, and a clear outline of troubleshooting steps taken..

Collaboration: Build and maintain a strong internal network and relationships with colleagues and cross-functional teams.  Advocate for customers by working with product and development teams to identify and proactively address customer pain points and areas for improvement based on a deep understanding of product updates, patches, and new features.

Documentation: Keep detailed documentation of support issues, troubleshooting steps taken, resolutions and all communications with customers and internal teams. Assist in the creation of reports to track recurring issues and trends in support requests and system issues over time

Training and Support Materials: Maintain and update FAQ's and user guides. Develop and organize a knowledge base of resolutions and workarounds for common issues, with clear step-by-step instructions.

What are the key skills and qualifications?

• 1-3 years of proven experience in technical support 
• Experience in a customer-facing role and the ability to manage multiple cases and priorities simultaneously, while maintaining quality and service levels is a must
• Knowledge of software applications, operating systems and basic troubleshooting techniques. Familiarity with common software tools is beneficial
• Ability to learn new technologies/new tools and adapt to new processes used to identify, troubleshoot and resolve software related issues quickly and effectively
• Competent and knowledgeable in gathering relevant details from customers and staff on reported issues and document them in a structured manner with detailed accuracy
• Ability to collaborate with different teams including but not limited to product, development, customer care, sales and operations teams.
• Effective verbal and written work, primarily in English
• Familiarity with helpdesk software and ticketing systems is a plus
• Coding and programming skills are a plus
• Undergraduate degree is often preferred but relevant experience is desired and may substitute

This role requires availability for shifts between days and includes weekend work. M-F 8AM-8PM EST, SAT 9AM-5PM EST. 

Please submit your resume in English.

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