Part-Time Technical Support Specialist
At a glance
Mid-level IT Support & Helpdesk role at Hireframe. Remote, Colombia · full-time.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Investigate product problems with customers, using support procedures and diagnostic tools to choose the next step
- Keep your assigned cases moving to resolution with clear updates and follow-up by phone, email, and SMS
- Arrange field visits with customers and service partners, then track what happens
- Send Engineering a useful account of complex issues, including symptoms, checks already completed, and supporting details
- Maintain case records in Zendesk and Jira, and help improve troubleshooting guides and tools
What you bring
- At least one year in customer support, with confidence handling phone conversations
- You can follow procedures, troubleshoot standard problems, and escalate cases clearly
- Spanish and English fluency is strongly preferred
Who this fits
This remote, Colombia-based Tier 2 role suits someone comfortable owning customer cases and coordinating across support, field, and engineering teams. The posting describes it as a good match for a weekend support pool.
From the employer
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.
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
Requirements
- 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.
Benefits
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.
Learn More
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