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Overview Userful is expanding our support team and we are looking for a Bilingual Technical Support Specialist. This is a full-time position based in Argentina. Reporting to the Director of Customer Support, your mission is to: Deliver high quality support in both English and Spanish Be the first point of contact for incoming support issues, focusing on customer experience and technical problem-solving Establish and develop a consistent, high level of networking expertise amongst the Userful Support Team Support our premium SLA requirements in our international markets around the world Maintain a high level of Linux expertise, along with troubleshooting and scripting experience Understand and demo new deployments for customers and Partners Train users and partners on how to use Userful products to their fullest potential Hours of work: 40 hours per week, Monday to Friday, with flexibility to cover the team as needed Responsibilities Provide timely and effective technical support to our enterprise clients via phone, email, live chat, and remote assistance Troubleshoot and resolve complex networking issues, including but not limited to routing, switching, and firewall configurations Collaborate with cross-functional teams to escalate and resolve customer issues promptly Demoing and training new customers and partners on our products and services Provide technical support for on-premise & AWS Cloud-connected customers Continuous improvement of the support knowledge base and accountability to key performance indicators (KPIs) Successfully manage CRM tickets, calls, and documentation, and prioritize issues by severity. Respond within the SLA and in a professional manner Support services for Linux-related operating systems, including CentOS Minimum Qualifications 2+ years’experience supporting IT computer networks Professional proficiency in both English and Spanish is a strong requirement for this position Proficiency in Portuguese is considered an asset Proven experience in a technical support role, preferably in an enterprise environment Have an aspiration to pursue pre-sales deployment design and implementation Experience with current Linux Operating Systems, including but not limited to CentOS, RedHat Strong understanding of networking principles and protocols, including TCP/IP, DNS, DHCP, VLANs, and VPNs Excellent communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences Experience with a support ticketing system/CRM A diploma or degree in computer science or an IT-related field Ability to work independently and collaboratively in a fast-paced environment Equal Opportunity Our Commitment to Equal Opportunity and Diversity Hiring decisions are based on qualifications, job requirements, and business needs. All applicants are considered regardless of race, religious beliefs, gender, gender expression, physical disability, mental disability, age, national origin, marital status, or sexual orientation. Accommodation for applicants with disabilities is also available on request during the recruitment process. Userful has a Zero Tolerance policy and is opposed to all forms of harassment or retaliation, including sexual, racial, and ethnic or religious harassment, regardless of whether the harassment or retaliation occurs directly or indirectly. #J-18808-Ljbffr
