As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.
You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.
What you'll own:
- Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
- Ask effective diagnostic questions, document findings, and determine the appropriate next step.
- Own assigned cases through resolution, including timely customer updates and follow-up.
- Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
- Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
- Maintain accurate case records in Zendesk, Jira, and other support systems.
- Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
- Work closely with Customer Experience, Field, and Engineering as support processes evolve
Requirements
- 1–2+ years of customer support, phone-comfortable, and follows procedures well.
- Handles standard troubleshooting and escalates cleanly.
- A good fit for a "weekend warrior" pool.
- Spanish/English bilingual is strongly preferred.
Nice to have:
- HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
Learn More
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