Description:
Technical Support Engineers manage, track, diagnose, troubleshoot, and identify root causes for customers in Technical Support. They also train, educate, assist, and provide guidance to other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understand the magnitude and scope of the issues before escalating directly to the Technical Lead/Engineering. As a bilingual Technical Support Engineer, you will be responsible for providing support in both Spanish and English.
What You’ll Do
- Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
- Resolve support issues related to Motive's products.
- Investigate the source of errors or bugs using the available data and tools. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.
- Assess the impact and prevalence of issues by analyzing the data to determine the root cause.
- Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
- Providing constructive feedback to Tier 1 agents for training purposes and assisting with technical questions
- Build trusting relationships with customers by communicating openly and interactively over the phone, chat, and email.
What We’re Looking For
- Bilingual: Fluent in speaking Spanish and English (US)
- Skilled in written communication (both Spanish and English)
- 2 -3 years of experience in Customer Support, technical support, or software development, preferably in customer-facing roles.
- Familiarity with the software development process and tools for a SAAS based product.
- Candidate must possess technical knowledge/troubleshooting skills, and a willingness to learn and excel
- The candidate should be able to perform an in-depth root cause analysis
- Basic knowledge of SQL and Python is a plus