Customer Support Specialist

hace 2 meses


Bogotá, Bogotá D.E., Colombia DreamHost, LLC A tiempo completo
Why Join DreamHost?

At DreamHost, we empower individuals to take control of their online presence. Our mission is clear — to ensure that when you share your dreams online, you can do so without the fear of your data being exploited. We believe that your creations belong to you, and we provide an open platform that respects your privacy and data ownership.

As a member of the DreamHost team, you will have the opportunity to shape your career path. We are committed to investing in our employees, promoting from within whenever possible, and providing comprehensive training to support your growth. This role offers the flexibility to work remotely, allowing you to balance your professional and personal life effectively. We take pride in our inclusive culture and the benefits we offer to our team members.


Note Regarding Location: This position is remote and is exclusively available to individuals residing in Colombia.


Benefits
  • Competitive compensation
  • Recognition programs for team members
  • Access to online learning platforms
  • Potential for profit-sharing bonuses
  • Engaging monthly team events
  • Career advancement opportunities
  • Relaxed work environment
Position Overview

As a Technical Support Consultant, you will play a vital role in connecting with our customers. We are seeking candidates who are fluent in both English and Spanish to provide exceptional support.

Key Responsibilities
  • Deliver technical support to customers experiencing issues with our services or seeking guidance on our features.
  • Utilize strong analytical skills to troubleshoot and resolve customer inquiries through our internal ticketing system, live chat, and call-backs.
  • Provide knowledgeable answers to customer questions regarding web hosting principles and DreamHost offerings.
  • Guide customers through diagnostic steps to identify the root cause of their issues.
  • Identify trends or recurring issues and report them to management for further action.
  • Assist customers with the installation and configuration of various software applications.
  • Escalate complex issues to the appropriate team members or departments.
  • Support customers in resolving product-related problems via phone, email, and live chat.
  • Maintain composure and professionalism in a fast-paced environment.
  • Communicate effectively with customers who may have limited technical knowledge.
  • Demonstrate a commitment to quality and a detail-oriented approach.
  • Work independently and collaboratively within a diverse virtual team.
  • Exhibit excellent communication skills with customers, supervisors, and colleagues.
  • Exercise patience and good judgment when dealing with challenging customer interactions.
  • Possess strong analytical and problem-solving abilities.
  • Have a basic understanding of web hosting and familiarity with Linux command-line.
  • Manage multiple support tickets efficiently.
  • Achieve a typing speed of 45+ words per minute.
  • Have a minimum of 3 years of experience in technical support.
  • A Bachelor's Degree in a computer science-related field is preferred.
  • Skills in Customer Service, IT Support, Linux, and Troubleshooting are essential.
  • A background in WordPress is advantageous.
  • Fluency in English is required.
  • Must have a reliable and fast internet connection.


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