Tech Support Analyst

Role Mission

The objective of the role is to ensure agile, empathetic, and highly effective support, guaranteeing that each customer receives efficient technical assistance and a positive experience in every interaction.

Main Responsibilities

• Lead the management of highly complex cases and critical situations, ensuring agility, effective resolution, and the highest technical quality.

• Serve as a mentor and technical reference for the team, contributing to training and professional development while promoting best practices in decision-making.

• Analyze structural problems and propose continuous improvement solutions, working closely with Engineering and Product teams to optimize processes and reduce incident recurrence.

• Act as a focal point of technical knowledge, ensuring standardization, depth, and excellence in all support deliverables.

• Create, update, and refine technical materials and internal operating procedures to enhance the maturity and efficiency of the support function.

Required Qualifications

• 4+ years of professional experience in technical support roles.

• Proven track record of positive impact on customer experience (CX).

• Advanced and in-depth knowledge of the company’s product or service.

• Advanced or fluent proficiency (spoken and written) in English and/or Spanish.

• University degree (completed or in progress).

Nice to Have

• Specific certifications in Customer Experience (CX) or Technical Support.

• Hands-on experience in designing and implementing process improvement strategies.

• Knowledge and experience with the Zendesk platform.