Technical Support Specialist at Spectra Healthcare Management

Santiago de los Caballeros, Santiago, Dominican Republic -

Full Time

Start Date

Immediate

Expiry Date

11 Jul, 26

Salary

0.0

Posted On

12 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, SaaS, Customer Support, Troubleshooting, Salesforce, Zendesk, Intercom, Problem-solving, Communication, Integrations, ATS, LMS, Documentation, SLA Management, B2B Support

Industry

Outsourcing and Offshoring Consulting

Description

🚀 Now Hiring: Technical Support Specialist Product Support | B2B SaaS | US Timezone Coverage 📍 Remote/Hybrid – Dominican Republic, (Santiago or Puerto Plata) 🔎 About the Opportunity Spectra Management is hiring on behalf of one of our clients for a Technical Support Specialist (Junior–Mid Level) to join a growing Product Support team within a fast-paced B2B SaaS environment. This role is ideal for candidates early in their careers who are looking to build strong technical and product support capabilities. You will play a key role in supporting customers, troubleshooting issues, and contributing to the rollout of a new product, offering direct exposure to evolving systems and processes. 🎯 Key Responsibilities Manage and resolve customer support tickets via email and chat Troubleshoot product-related issues and guide customers on platform usage Support basic integrations (e.g., ATS, LMS connections) Escalate complex issues to Product and Engineering teams with clear documentation Maintain timely and professional communication aligned with SLA expectations Collaborate with internal teams to ensure efficient issue resolution Contribute to internal documentation and help center resources Support the rollout and optimization of a new product and support processes 📊 What Success Looks Like Consistently meets SLA targets (response time and resolution) Communicates clearly and professionally with customers Resolves routine issues independently with minimal supervision Demonstrates strong judgment when escalating issues Continuously builds product knowledge and troubleshooting skills Contributes to improving team workflows and overall customer experience 🧠 Required Skills & Experience 1–2 years of experience in customer support or technical support (SaaS preferred) Strong English communication skills (US-facing standard, minimum B2 CEFR) Solid problem-solving ability with a proactive mindset Experience using support platforms such as Salesforce, Zendesk, or Intercom Ability to manage multiple tickets and priorities in a fast-paced environment Strong organizational skills and attention to detail ➕ Nice to Have Exposure to SaaS or technology products Experience supporting integrations or technical workflows Prior experience in a remote work environment 👤 Ideal Candidate Profile Early-career professional with a strong learning mindset Not script-dependent—able to analyze and troubleshoot independently Curious, proactive, and motivated to build technical expertise Comfortable working independently while collaborating with cross-functional teams Interested in growing into a more technical or product-focused role 📈 Growth Opportunity This role provides a clear path for professional development, including: Hands-on experience in B2B SaaS product support Exposure to new product launches and evolving systems Development of technical troubleshooting and integration knowledge Collaboration with Product and Engineering teams Opportunity to grow into senior support or specialized roles ⚠️ Reality Check This is a high-accountability, performance-driven environment. You will be expected to: Manage multiple support requests simultaneously Take full ownership of issues until resolution Operate with speed, accuracy, and professionalism 📩 If you’re looking to build a career in SaaS support and thrive in a fast-paced environment, apply now. Location Santiago De Los Caballeros, Santiago (Hybrid) Department Spectra - Talent Acquisition Employment Type Full-Time Minimum Experience Mid-level

Responsibilities

Manage and resolve customer support tickets via email and chat while troubleshooting product-related issues. Collaborate with internal teams to document processes and support the rollout of new products.