Technical Support Representative

At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering an amazing remote work culture that transcends borders.

About the Job:

Our client, developed by a venture-backed technology firm based in Silicon Valley, is recognized as a leader in construction pricing data, and is looking for a Technical Support Representative to join their team.

As a member of the Customer Success & Support team, you will:

Customer Support Management:

• Oversee all inbound communications via our support platform (currently Intercom)
• Respond to customer inquiries in a timely and professional manner
• Respond promptly and professionally via email, chat, or phone to new website leads, trial users' inquiries, and existing subscribers' support questions
• Troubleshoot and resolve customer issues with our products or services, and coordinate with proper internal teams when necessary
• Provide product information and guidance to customers

Onboarding Support:

• Assist new users in getting started with the platform (as needed)
• Conduct product demonstrations and training sessions (as needed)

Product Feedback:

• Gather and communicate User feedback to the product team
• Contribute to product improvement initiatives based on User interactions

Support Infrastructure Development:

• Continuously improve support processes and capabilities
• Identify and implement new tools or features to enhance the support experience

Reporting and Analytics:

• Track and analyze key support metrics (e.g., response times, customer satisfaction scores)
• Prepare regular reports on support activities and User feedback

Knowledge Base Management:

• Create, update, and maintain help articles, knowledge base assets, and other documentation
• Ensure all support materials are accurate, up-to-date, and easily accessible

About you:

• Excellent communication skills, both written and verbal.
• Product obsessed, passionate about how the App can change the lives of our Users.
• Tech-savvy, always finding ways to make your process more efficient and effective.
• Deep familiarity with Customer Support tooling, ie Intercom or ZenDesk.
• Excited by the hustle and grit it requires to be on the frontlines of early product adoption.
• Problem-solver, finding workarounds and removing blockers — you aren’t blocked easily.
• Excited about being a part of a startup environment and rolling up your sleeves to get things done.

What’s in it for you?

• Competitive salary based on experience and qualifications, up to $30,000 per year.
• Unlimited PTO
• Flexible working schedule.
• A dynamic and inclusive workplace environment.

This is a remote job as a contractor