We are looking for a Technical Product Specialist expert to join our expanding team! There are a few things we take seriously here: building an amazing product and providing the best possible service to our customers. Our clients love our product, it’s very popular and it's incredibly unique (and fun) to provide support in an environment where most interactions are very positive. This is a full-time position. You are required to be onsite in our Miramar location.
As a Technical Product Specialist expert, you will use critical thinking and problem-solving skills to manage complex end-user support cases. With a thorough understanding of our product, the person in this role will have expert-level knowledge of complex workflows, integrations, automatons, issue resolution, APIs, reporting tools, and more.
About The Role
· Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels. (Emails and chats)
· Manage and solve assigned cases by providing the best support solution given the client's needs.
· Investigate the root cause of issues by isolating the problem and searching application logs.
· Reference technical documentation and aid in building internal knowledge base content where gaps may be present.
· Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution.
· Develop regular reports to understand the health and quality of our platform.
· Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touchpoints.
Your Experience & Skills
· Experience in technical support; B2B is preferable
· Experience with inspecting and diagnosing web applications, mobile applications (HTML/CSS)
· 2-5 years of experience in technical support/operations experience
· High experience supporting customers via email, phone and chat
· Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution.
· Basic code understanding
· Data entry experience is required
· Excellent interpersonal skills and multitasking abilities
· Superb written and verbal communication skills
· Positive attitude, empathy, and high energy
· Ability to take initiative and adapt
Bonus skills:
· Experience working with SaaS products, GraphQL APIs, Single Sign-on, and SAML is a plus
What’s in it for you?
· A diverse, global organization full of intelligent, friendly people to bounce ideas off, learn from and grow with
· Endless career opportunities and clear paths for career development
· A competitive salary
· Inclusive perks and benefits
· Benefits package (Medical, Vision, Dental)
Call us Home:
If you find yourself smiling right now and this feels like the perfect next step in your career, we want to hear from you! Apply today and find out why 150,000+ people around the globe choose to call Atento home.
Atento is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Top Skills
What We Do
Atento is the largest provider of customer relationship management and business process outsourcing (CRM BPO) services in Latin America, and among the top five providers globally, based on revenues. Atento is also a leading provider of nearshoring CRM/BPO services to companies that carry out their activities in the United States. Since 1999, the company has developed its business model in 17 countries where it employs 135,000 people. Atento has over 400 clients to whom it offers a wide range of CRM/BPO services through multiple channels. Atento's clients are mostly leading multinational corporations in sectors such as telecommunications, banking and financial services, health, retail and public administrations, among others. In 2019, Atento has been named one of the World's 25 Best Multinational Workplaces and one of the Best Multinationals to Work for in Latin America by Great Place to Work®.
