Technical Support Specialist II (Remote Eligible - Costa Rica)

About the role

Smartsheet is hiring a Technical Support Specialist II who reports to a Support Team Manager and works with colleagues around the world. The role is eligible for remote work within Costa Rica, and candidates must live in Costa Rica. You will deliver support to customers, maintain high service standards and contribute to team projects.

Key responsibilities

• Troubleshoot customer issues using internal and external documentation, various tools and escalation resources to deliver great customer experiences
• Become Smartsheet Product Certified and work with customers through email, phone and chat
• Partner with leaders to meet or exceed goals in customer satisfaction, quality assurance and attendance
• Become an expert in a specific product area
• Contribute to team projects and give and receive thoughtful feedback on team processes and leadership
• Manage other responsibilities as assigned

Required profile

• 1+ year of technical or customer support experience, or equivalent
• Excellent written, verbal and interpersonal communication skills
• Ability to own issues empathetically and confidently, directing customers to the right resource when needed
• Flexibility to work outside standard business hours

A working knowledge of the assigned feature is a plus. Smartsheet is an Equal Opportunity employer.