Technical Support Specialist for Global Businesses

hace 6 días

Madrid, Madrid, España Sagan A tiempo completo

**Company Overview**
Sagan is a leading platform connecting top executives, founders, and CEOs with international talent. We bridge the gap between global professionals and US-based businesses, offering career opportunities in vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa.

**Job Summary**
We are seeking a Technical Support Specialist to serve as the primary point of contact for clients, addressing support inquiries and overseeing the onboarding process. The ideal candidate will be responsible for assisting with system installations, gathering onboarding requirements, and managing client issues through Jira and HubSpot.

**Key Responsibilities:**

  • Support (Primary Focus):
    • Act as the first point of contact for all client support inquiries, ensuring prompt and professional responses.
    • Manage and optimize the internal ticketing system using Jira and HubSpot to track, prioritize, and resolve client issues efficiently.
    • Ensure timely responses to client support requests, escalating technical issues to the development team when necessary.
    • Proactively monitor support tickets to prevent delays or overlooked issues, following up consistently to ensure resolution.
  • Install/Onboarding Tasks (Secondary Focus):
    • Assist clients with installs and onboarding once contracts are finalized, ensuring a smooth transition to our system.
    • Organize and lead install calls, gather onboarding requirements, and collect necessary data from clients to tailor the system to their specific needs.
    • Complete onboarding tasks, including system customization, ensuring clients are set up for long-term success with our software.
    • Provide clear onboarding instructions and ongoing support to clients throughout the implementation process.
  • Client Success (Tertiary Focus):
    • Offer post-onboarding support to facilitate seamless software adoption and ongoing client satisfaction.
    • Gather feedback from clients to assess their experience, using it to improve onboarding and support processes.
    • Collaborate with the team to identify and implement improvements in the overall customer journey, enhancing the client experience at every stage.

**Qualifications:**

  • Strong conversational and written English skills, able to communicate professionally with American clients.
  • Proven experience in customer support or a client-facing role.
  • Tech-savvy, with the ability to quickly learn new software systems.
  • Strong organizational skills and attention to detail.
  • Experience with Jira and HubSpot.
  • Familiarity with Notion.

**Estimated Salary Range:** $1,400 - $1,500 USD per month, depending on experience and qualifications.

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