Technical Support Specialist (LATAM) at Xometry

Xometry is seeking a Technical Support Specialist to ensure customer satisfaction and maintain smooth software operations. This is a 1-year contract with the potential for extension. The role involves acting as a bridge between the product and development teams, as well as internal and external users.

The Technical Support Specialist will work to promptly identify, analyze, troubleshoot, and resolve issues to minimize user downtime. They will also collaborate with various teams and advocate for customers by addressing pain points and suggesting improvements. Keeping detailed documentation of support issues and assisting in the creation of training materials are also key aspects of this position.

Xometry is an equal opportunity employer, connecting people with manufacturers to bring their ideas to life. They offer a digital marketplace that provides critical resources for business growth and access to global manufacturing capacity.

Responsibilities:

• Provide timely software support to Xometry employees.
• Resolve issues efficiently and professionally via various channels.
• Escalate unresolved issues with detailed support tickets.
• Collaborate with cross-functional teams.
• Advocate for customers by identifying and addressing pain points.
• Maintain detailed documentation of support issues and resolutions.
• Assist in creating reports to track recurring issues.
• Maintain and update FAQs and user guides.

Requirements:

• 1-3 years of proven experience in technical support.
• Experience in a customer-facing role with the ability to manage multiple cases.
• Knowledge of software applications, operating systems, and troubleshooting techniques.
• Ability to learn new technologies and adapt to new processes.
• Competent in gathering details from customers and documenting issues accurately.
• Ability to collaborate with various teams.
• Effective verbal and written communication skills in English.
• Familiarity with helpdesk software and ticketing systems is a plus.
• Coding and programming skills are a plus.
• Undergraduate degree is often preferred.

What this role offers:

• Opportunity to work remotely.
• Potential for contract extension.
• Involvement in supporting software operations for a growing company.