Hireframe
Hireframe
Hireframe je podjetje za zaposlovanje in zagotavljanje kadrov, ki podjetjem pomaga graditi oddaljene ekipe z nearshore in offshore talenti. Njegove storitve zaposlovanja na zahtevo zajemajo računovodstvo in finance, operativno delo in podporo strankam, kadrovanje in zaposlovanje, informacijsko tehnologijo ter prodajo in trženje. Hireframe podpira delodajalce, ki iščejo usposobljene strokovnjake na trgih, vključno z Mehiko in Filipini, pri čemer uporablja model plačila ob zaposlitvi in nameščanje namenskih ekip za polni delovni čas. Podjetja uporabljajo Hireframe kot partnerja za pridobivanje talentov, ko morajo učinkovito zapolniti pomembna delovna mesta ter hkrati podpreti rast podjetja in vsakodnevno poslovanje.

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.

Opis

  • 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.

Zahteve

  • 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.

Ugodnosti

  • Flexible, permanent remote work.
  • Annual performance bonuses.
  • Dedicated coaches provide additional support and help build skills.
  • Opportunities for professional growth.

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