Title:Technical Support RepresentativeLocation:(Remote) LATAM PreferredSchedule:Monday to Friday, 8 AM – 5 PM CSTCompensation:Based on experienceLanguage Requirement:Fluent English (C1/C2 proficiency)

About the Role

We're hiring aTechnical Support Representativeto join a fast-growing, software-enabled company in the construction and e-commerce space. In this role, you’ll provide exceptional first-line support to internal teams and customers, resolving inquiries primarily through email and internal systems. This is a dedicated support function designed to free up account managers, allowing them to focus on customer adoption, growth, and proactive engagement.

Key Responsibilities
* Respond to incoming support inquiries via email (99% of support volume)
Respond to incoming support inquiries via email (99% of support volume)
* Log, track, and manage internal support tickets using established tools and processes
Log, track, and manage internal support tickets using established tools and processes
* Collaborate closely with engineering, operations, and account management teams to ensure timely issue resolution
Collaborate closely with engineering, operations, and account management teams to ensure timely issue resolution
* Troubleshoot issues related to order management, account setup, and integrations with ERP and e-commerce platforms
Troubleshoot issues related to order management, account setup, and integrations with ERP and e-commerce platforms
* Proactively follow up on open tickets and provide updates to stakeholders
Proactively follow up on open tickets and provide updates to stakeholders
* Maintain accurate documentation of issues, resolutions, and known problems
Maintain accurate documentation of issues, resolutions, and known problems
* Contribute to the continuous improvement of internal support processes and FAQs
Contribute to the continuous improvement of internal support processes and FAQs

Ideal Candidate Profile
* Based in Latin America, with stable internet and a remote-ready work setup
Based in Latin America, with stable internet and a remote-ready work setup
* Fluent inEnglish (C1/C2 level)— both written and spoken
Fluent inEnglish (C1/C2 level)— both written and spoken
* 4+ years of experience in atechnical support,help desk, orcustomer experiencerole
4+ years of experience in atechnical support,help desk, orcustomer experiencerole
* Background ine-commerce platforms,ERP systems, ordigital tools used in B2B workflows
Background ine-commerce platforms,ERP systems, ordigital tools used in B2B workflows
* Experience working in aSaaS or tech-enabled serviceenvironment
Experience working in aSaaS or tech-enabled serviceenvironment
* Familiarity with the construction or building materials industry is aplus, but not required
Familiarity with the construction or building materials industry is aplus, but not required
* Strong attention to detail and organizational skills
Strong attention to detail and organizational skills
* Comfortable navigating internal tools and communicating with cross-functional teams
Comfortable navigating internal tools and communicating with cross-functional teams

Tools You Might Use
* Helpdesk software (e.g. Zendesk, Freshdesk, Intercom, or similar)
Helpdesk software (e.g. Zendesk, Freshdesk, Intercom, or similar)
* Internal ticketing platforms (e.g. Jira, Asana)
Internal ticketing platforms (e.g. Jira, Asana)
* ERP or order management systems
ERP or order management systems
* Communication tools (e.g. Slack, Google Workspace, Notion)
Communication tools (e.g. Slack, Google Workspace, Notion)

Why Join?
* Be part of a high-impact CX transformation within a growing company
Be part of a high-impact CX transformation within a growing company
* Collaborate with a sharp, fast-paced, and mission-driven team
Collaborate with a sharp, fast-paced, and mission-driven team
* Enjoy autonomy, clear processes, and growth opportunities
Enjoy autonomy, clear processes, and growth opportunities
* Get access to modern tools, structured onboarding, and strong team support
Get access to modern tools, structured onboarding, and strong team support