Evergreen -Technical Product Specialist

Atento • Miramar, FL

1d • Onsite

About The Position

We are looking for a Technical Product Specialist expert to join our expanding team! There are a few things we take seriously here: building an amazing product and providing the best possible service to our customers. Our clients love our product, it’s very popular and it's incredibly unique (and fun) to provide support in an environment where most interactions are very positive. This is a full-time position. You are required to be onsite in our Miramar location. As a Technical Product Specialist expert, you will use critical thinking and problem-solving skills to manage complex end-user support cases. With a thorough understanding of our product, the person in this role will have expert-level knowledge of complex workflows, integrations, automatons, issue resolution, APIs, reporting tools, and more.

Requirements

• Experience in technical support; B2B is preferable
• Experience with inspecting and diagnosing web applications, mobile applications (HTML/CSS)
• 2-5 years of experience in technical support/operations experience
• High experience supporting customers via email, phone and chat
• Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution.
• Basic code understanding
• Data entry experience is required
• Excellent interpersonal skills and multitasking abilities
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt

Nice To Haves

• Experience working with SaaS products, GraphQL APIs, Single Sign-on, and SAML is a plus

Responsibilities

• Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels. (Emails and chats)
• Manage and solve assigned cases by providing the best support solution given the client's needs.
• Investigate the root cause of issues by isolating the problem and searching application logs.
• Reference technical documentation and aid in building internal knowledge base content where gaps may be present.
• Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution.
• Develop regular reports to understand the health and quality of our platform.
• Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touchpoints.

Benefits

• A diverse, global organization full of intelligent, friendly people to bounce ideas off, learn from and grow with
• Endless career opportunities and clear paths for career development
• A competitive salary
• Inclusive perks and benefits
• Benefits package (Medical, Vision, Dental)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees