Senior Technical Support Specialist

at  Emplifi

ABOUT EMPLIFI

Emplifi’s unified customer engagement platform empowers more than 20,000 of the world’s leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.

JOB SUMMARY

As a Senior Technical Support Specialist within our Global Support team, you will play a critical role in delivering exceptional technical support and guidance to our customers. Your responsibilities will include troubleshooting, diagnosing, and resolving customer issues, all while ensuring an outstanding level of customer satisfaction. This role demands not only technical expertise and problem-solving skills but also exceptional communication abilities, deep empathy, and a proactive attitude. Strong customer support interaction is paramount, as it fosters trust and loyalty, and we seek someone who is passionate about delivering unparalleled customer service excellence.

PREFERRED SKILLS

• Professional working proficiency in Portuguese and or Spanish. (Any other language would be a big advantage)
• Familiar with the basic concepts of social media platforms (Facebook, Facebook Ads, Instagram, Twitter, TikTok, LinkedIn, YouTube)
• Previous experience with software testing such as UI testing, integration testing, usability testing, front-end applications would be a plus
• Previous experience with issue/project tracking software such as Zendesk, JIRA,, or similar software would be a plus
  Please ensure your resume is submitted in English

• Provide technical support and resolve customer requests via email, and other communication channels.
• Qualify incoming requests, including technical issues, questions, and other inquiries.
• Prioritize requests with the appropriate level of urgency and follow the procedure to address them in a timely and effective manner.
• Diagnose and troubleshoot software issues.
• Guide customers through diagnostic and resolution procedures in a clear and concise manner.
• Collaborate with different internal teams to identify and resolve issues.
• Provide feedback on customer needs and product enhancements.
• Develop and maintain a deep understanding of the company’s products and services.
• Document customer interactions, issues, and solutions for future reference and knowledge sharing.
• Standard working hours will be 12pm - 8pm CST, with rotating weekend on-call responsibilities.