Title: Technical Support Representative
Location: (Remote) LATAM Preferred
Schedule: Monday to Friday, 8 AM – 5 PM CST
Compensation: Based on experience
Language Requirement: Fluent English (C1/C2 proficiency)

About the Role

We're hiring a Technical Support Representative to join a fast-growing, software-enabled company in the construction and e-commerce space. In this role, you’ll provide exceptional first-line support to internal teams and customers, resolving inquiries primarily through email and internal systems. This is a dedicated support function designed to free up account managers, allowing them to focus on customer adoption, growth, and proactive engagement.

Key Responsibilities

Respond to incoming support inquiries via email (99% of support volume)
Log, track, and manage internal support tickets using established tools and processes
Collaborate closely with engineering, operations, and account management teams to ensure timely issue resolution
Troubleshoot issues related to order management, account setup, and integrations with ERP and e-commerce platforms
Proactively follow up on open tickets and provide updates to stakeholders
Maintain accurate documentation of issues, resolutions, and known problems
Contribute to the continuous improvement of internal support processes and FAQs

Ideal Candidate Profile

Based in Latin America, with stable internet and a remote-ready work setup
Fluent in English (C1/C2 level) — both written and spoken
4+ years of experience in a technical support, help desk, or customer experience role
Background in e-commerce platforms, ERP systems, or digital tools used in B2B workflows
Experience working in a SaaS or tech-enabled service environment
Familiarity with the construction or building materials industry is a plus, but not required
Strong attention to detail and organizational skills
Comfortable navigating internal tools and communicating with cross-functional teams

Tools You Might Use

Helpdesk software (e.g. Zendesk, Freshdesk, Intercom, or similar)
Internal ticketing platforms (e.g. Jira, Asana)
ERP or order management systems
Communication tools (e.g. Slack, Google Workspace, Notion)

Why Join?

Be part of a high-impact CX transformation within a growing company
Collaborate with a sharp, fast-paced, and mission-driven team
Enjoy autonomy, clear processes, and growth opportunities
Get access to modern tools, structured onboarding, and strong team support