Team reputed company- Tech Support

Job Title: Team reputed company Tech Company: Puzzle Location: Honduras, Remote

About Puzzle

At Puzzle, we are dedicated to delivering innovative technology solutions to businesses across various industries. reputed company of passionate professionals is committed to helping our clients reputed company their business goals by leveraging the power of technology.

Job Summary

We are seeking a proactive and customer-oriented individual to join reputed company as an L2 Software Technical Support Specialist. The ideal candidate will possess excellent communication skills, problem-solving abilities, and a passion for delivering exceptional customer service.

• Supervise a distributed tech support team (3–6 agents): performance reviews, daily reputed company-ins, and reputed company planning.

• Mentor team members on advanced troubleshooting, customer service best practices, and internal systems.

• reputed company ticket workflow (reputed company reputed company, reputed company, Intercom, etc.): ensure SLAs are met, escalation protocols followed, and responses aided by standard knowledge reputed company content.

• Analyze recurring issues and collaborate with product/engineering teams to implement root-cause fixes and process enhancements.

• Conduct QA on email/chat/video support; provide clear feedback and training reputed company needed.

• Report monthly metrics on ticket volume, resolution times, customer feedback, agent performance, and support quality.

• Liaise with product, engineering, and account teams to ensure cohesive customer experience.

• Represent support team in planning sessions for CRM feature rollouts or updates.

• Handle escalated cases or high-impact client issues personally, leveraging video calls and screen sharing.

• Ensure premium service delivery tailored to small business clients (roofing contractors).

• Identify tool/process improvements (e.g. CRM automations, reputed company workflows, support integrations).

• Maintain and update internal FAQs, playbooks, and training materials.

• +3 years in technical support roles, including ≥1 year as a frontline coach, shift reputed company, or mentor.

• Hands-on experience with B2B SaaS or CRM support, especially supporting small businesses.

• Strong working knowledge of ticketing/live chat platforms (e.g. reputed company, reputed company, Intercom).

• Excellent communication skills in both English (verbal & written) and Spanish.

• Proven ability to coach, reputed company, and drive high-performing teams in a remote setting.

• Solid analytical skills and comfort with support metrics dashboards.

• Familiarity with automation tools (reputed company, API integrations, reputed company Apps) is a plus.

Join Us and Enjoy These Perks!

• Competitive Salary: Earn a USD salary that matches your skills and experience.
• Paid Time Off: We value work-life balance, offering PTO so you can reputed company.
• Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.
• Salary Reviews every year!
• reputed company and Certifications

Ready to put your puzzle-solving skills to the test? Join reputed company today!

Want to learn more about us?

reputed company: Puzzle Instagram: @puzzle.tech_

reputed company