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Handle Guesty and Xero bookkeeping, trust account reconciliations, owner charges, and payments for Australian property management partners. Remote role based in the Philippines.
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Part-Time Tier 2 Technical Support Specialist – Peru Remote
Provide part-time Tier 2 support to customers in Peru, investigating product issues and managing escalations. Coordinate field visits, customer updates, and case resolution with service partners and internal teams.
विवरण
- Investigate product issues that need advanced troubleshooting or coordination.
- Troubleshoot known issues using company procedures and diagnostic tools.
- Help customers by phone, email, and SMS with clear next steps.
- Ask diagnostic questions, record findings, and decide how to proceed.
- Manage assigned cases through resolution, keeping customers informed and following up.
- Arrange field visits with customers, service partners, and internal teams, then track their outcomes.
- Send complex issues to Engineering with symptoms, completed troubleshooting, and relevant details.
- Keep case records accurate in Zendesk, Jira, and other support systems.
- Spot recurring issues and help refine troubleshooting procedures, documentation, and tools.
- Work with Customer Experience, Field, and Engineering teams.
आवश्यकताएँ
- At least 1–2 years of customer support experience.
- Comfortable providing support by phone.
- Able to follow procedures consistently.
- Can handle routine troubleshooting and escalate issues clearly.
- Spanish and English bilingual skills are strongly preferred.
- HVAC experience is helpful; technical aptitude, critical thinking, and phone skills are priorities.
लाभ
- Flexible, permanent remote work.
- Annual performance bonuses.
- Dedicated coaches provide additional support and help build skills.
- Opportunities for professional growth.
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