技术支持专员
Technical Support Specialist
作为技术支援专员，你将是我们二级支持团队中面向客户的成员，处理需要更深入排查或协调的客户产品问题。
你将使用公司的流程和诊断工具来调查问题，通过电话、电子邮件和短信指导客户进行下一步操作，并在需要现场访问时与服务合作伙伴协调。当问题需要工程团队介入时，你将收集相关发现并提供清晰的升级信息。在案件解决过程中，你将负责客户沟通和后续跟进。
**你将负责：**
- 使用公司流程和诊断工具与客户一起排查已知的产品问题。
- 提出有效的诊断问题，记录发现，并确定适当的下一步行动。
- 负责已分配案件直至解决，包括及时更新客户和后续跟进。
- 协调客户、服务合作伙伴和内部团队以安排现场访问并跟踪结果。
- 将复杂问题升级至工程团队，提供症状的清晰总结、已完成的排查步骤和支持信息。
- 在Zendesk、Jira和其他支持系统中维护准确的案件记录。
- 识别流程或重复性问题，并帮助改进排查流程、支持文档和工具。
- 在支持流程演进过程中与客户体验、现场团队和工程团队紧密合作
- 1-2年以上客户支持经验，擅长电话沟通且能严格遵循流程。
- 能处理标准排查并干净地进行升级。
- 适合加入“周末战士”人才池。
- 西班牙语/英语双语者优先考虑。
**加分项：**
- HVAC经验是加分项中的最后一位，技术能力、批判性思维和电话技能优先。
Hireframe 提供近岸和离岸人员派遣解决方案，作为一家以远程办公为主的公司，团队成员分布在美國、墨西哥和菲律賓。我们提供全面的福利包，包括：
- 永久远程工作的灵活性
- 年度绩效奖金
- 专属教练提供额外的支持渠道和技能提升
- 职业发展的机会
在 Hireframe，我们营造一个支持性的环境，促进专业发展和成功，确保我们的团队成员在其职业生涯中茁壮成长。
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查看英文原文
As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.
You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.
Work schedule options:
- Option A: Sat + Sun, 9 am - 7 pm EST (2 days, 10 hrs each)
- Option B: Thurs - Sun, 4 pm - 9 pm EST (4 days, 5 hrs each)
**What you'll own:**
- Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
- Ask effective diagnostic questions, document findings, and determine the appropriate next step.
- Own assigned cases through resolution, including timely customer updates and follow-up.
- Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
- Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
- Maintain accurate case records in Zendesk, Jira, and other support systems.
- Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
- Work closely with Customer Experience, Field, and Engineering as support processes evolve
- 1–2+ years of customer support, phone-comfortable, and follows procedures well.
- Handles standard troubleshooting and escalates cleanly.
- A good fit for a "weekend warrior" pool.
- Spanish/English bilingual is strongly preferred.
**Nice to have:**
- HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
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