Technical Support Specialist

About Emplifi

Emplifi’s unified customer engagement platform empowers more than 20,000 of the world’s leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.

 

About the Customer Support Team 

Are you empathic, patient, and feel passionate about communication? Can you easily put yourself in our clients' shoes? Then there's a place for you in our Customer Support team! We’re the link that connects both our Development and Sales departments to clients - so we're fully involved in the technical and commercial sides of the business. Simply put: software, social media, and CX management play a huge part in our everyday lives.

As part of our international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development..

Job Summary

As a Senior Technical Support Specialist within our Global Support team, you will play a critical role in delivering exceptional technical support and guidance to our customers. Your responsibilities will include troubleshooting, diagnosing, and resolving customer issues, all while ensuring an outstanding level of customer satisfaction. This role demands not only technical expertise and problem-solving skills but also exceptional communication abilities, deep empathy, and a proactive attitude. Strong customer support interaction is paramount, as it fosters trust and loyalty, and we seek someone who is passionate about delivering unparalleled customer service excellence.

What You’ll Do Here

• Provide technical support and resolve customer requests via email, and other communication channels.
• Qualify incoming requests, including technical issues, questions, and other inquiries. 
• Prioritize requests with the appropriate level of urgency and follow the procedure to address them in a timely and effective manner.
• Diagnose and troubleshoot software issues.
• Guide customers through diagnostic and resolution procedures in a clear and concise manner.
• Collaborate with different internal teams to identify and resolve issues.
• Provide feedback on customer needs and product enhancements.
• Develop and maintain a deep understanding of the company's products and services.
• Document customer interactions, issues, and solutions for future reference and knowledge sharing.
• Standard working hours will be 12pm - 8pm CST, with rotating weekend on-call responsibilities.

What You’ll Bring to Us

• College graduate with a technical degree or equivalent hands-on experience 
• 2 + years in technical support or similar customer-facing technical role.
• Creative and technical problem-solving skills.
• Strong communication skills, both verbal and written, with an ability to explain technical issues in simple terms.
• Customer-oriented attitude with a passion for providing exceptional service.
• Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
• Exhibit a flexible approach to working on a shift rota basis and provide necessary cover where needed

Preferred Skills 

• Professional working proficiency in Portuguese and or Spanish. (Any other language would be a big advantage) 
• Familiar with the basic concepts of social media platforms (Facebook, Facebook Ads, Instagram, Twitter, TikTok, LinkedIn, YouTube)
• Previous experience with software testing such as UI testing, integration testing, usability testing, front-end applications would be a plus
• Previous experience with issue/project tracking software such as Zendesk, JIRA,, or similar software would be a plus

 

Please ensure your resume is submitted in English.