Smart Home Technical Support Specialist
Hybrid · San Pedro Sula, Cortés Department, Honduras or Tegucigalpa, Francisco Morazán Department, Honduras
Job Summary
Provide multi-channel technical support to homeowners and installers via phone, email, and chat; troubleshoot and resolve product issues; educate users on product usage with clarity and empathy; identify trending issues and escalate when needed; manage multiple conversations while maintaining high-quality service; follow up on unsatisfactory ratings to create positive experiences; contribute to documentation and resources to streamline support processes; share customer insights to aid product improvements and customer retention; collaborate cross-functionally to ensure timely issue resolution; support operations and participate in team initiatives as the team scales.
Required Qualifications
- 1+ year of technical support experience in multi-channel environment
- C2 English proficiency (written and spoken)
- ability to educate customers on product usage
- strong empathy and problem-solving skills
- experience with mobile apps and troubleshooting
- exposure to CRM and tools like Zendesk, Salesforce, Slack or similar
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