About Us

ChapinTech is a rapidly growing company that connects top Guatemalan talent with leading U.S.-based technology organizations. We are committed to building long-term success for both our clients and our employees by fostering a supportive and innovative work environment. Join us to work for dynamic, forward-thinking companies that are using technology to disrupt their industries and create meaningful impact.

Job Description

We are seeking a Tier 1 Support Specialist to join our growing team. In this role, you will provide first-level technical assistance for our technology platform, handling initial inquiries, troubleshooting user issues, and guiding users through solutions. You will also document support interactions by entering tickets and escalating complex issues as needed.

Key Responsibilities

• Monitor incoming support request channels, including chat, email, and ticketing systems.

• Respond to customer requests within SLA, resolving when possible and triaging, routing, and escalating to Tier 2 as appropriate.

• To ensure the tickets associated with support thread are duly updated with appropriate values.

• Use of reporting tools to analyze ticking data and identify scope of improvement with respect to Response and Resolution SLA’s.

• Operate outbound customer communications about global issues and major incidents by following standard procedures.

• Work effectively remotely (i.e., from one's home), including with a reliable internet connection.

Qualifications

• English proficiency (both written and spoken) is required to communicate effectively with the team and stakeholders.

• An interest in technology and helping people.

• Ability to learn detailed knowledge of our applications and our customers, to be able to help replicate an issue, pinpoint the problem area, and suggest workarounds.

• Should be aware of basic internet concepts like HTTP, authentication, networking, APIs, browsers and cookies, client-server relationships, and e-commerce websites with checkout.

• Ability to work independently and apply good judgment.

  • Frequently without face-to-face/video contact with customers, teammates, and service providers.

  • Often by searching for and referencing documentation.

• Must have a working knowledge of web calls made via browsers.

• Expertise with SQL query.

• Experience using tools such as Jira, Confluence.

• Stay on top of the latest technology trends and advancements to provide the best possible support to our clients.

Bonus Qualifications

• Ability to comprehend technology, especially a RESTful JSON microservices environment.

• General technical skills, including things like:

  • Ability to read error messages and stack traces.

  • Ability to query APIs using Swagger, Postman, cURL, or a scripting language.

• Good technical writing skills, in English, including creating diagrams.

• Prior experience in technical help desk or technical customer service, including use of ticketing systems.

• An interest in solving puzzles and good memory and recall.

What We Offer

• Competitive salary

• Opportunity for professional growth and development

• Supportive and collaborative work environment

• Work in an innovative meritocratic organization