Customer Support Technician - LATAM
Join Mitto and be beyond! 🚀 Eager to go beyond? If so, we’d love to meet you! We’re Mitto and we’re thrilled to be revolutionizing the way the world communicates through our Cloud-Communications-Platform-as-a-Service (CPaaS). We were launched in 2013 with SMS and quickly blossomed beyond to include voice, chatbots, all major chat apps, and CRM/marketing platform integrations. We also developed pre-built tools for bulk campaigns and conversational support chats. We’re riding a wave into the future, and you can join! 🏄🏼 Here at Mitto, you’ll be working with a global team of people that’s spread out across 32 locations - and growing! We’re proud to be a group of curious minds that scour the landscape for whatever’s next in omnichannel communication. We’re adaptive, resilient, and determined. 💪 🧠 In joining Mitto, you’ll enjoy an endless array of opportunities and benefits. With us, you’ll get to skip the morning commute and work from the comfort of your own home! 🏠 Our team members also enjoy a supportive, engaging, and collaborative culture with flexible working hours. The role: Customer Support Technician - LATAM 📍Location: Argentina (remote) How you’ll go beyond: 📈 Actively provide support for companies and enterprises using our platform, helping them get the best experience from Mitto products Receive inquiries from customers directly via email. Over 90% of our support inquiries are handled by email Actively communicate with partners, and other Mitto tech teams to maintain platform stability. That includes customer inquiry triage, documenting and escalating to the appropriate team within the organization, and owning the initial ticket, (escalation on an end-to-end basis.) Provide insight and assistance to business teams regarding client needs, feature requests and general inquiries Participate in creation of the new platform and product features. Our support team is an active stakeholder in new product and feature development, sharing feedback and assistance on a daily basis Provide in-depth support to all clients, no matter their size. In an era of chatbots and template answers, we strive to provide direct and honest assistance Troubleshooting any quality degradation reported by other customers or departments, make adjustment when required Maintain and expand technical knowledge across all Mitto products and services, tools, and processes. Work in shifts What you bring to the table: 🤓 Higher education of Applied studies or Faculty (Computer science or IT-related field is a plus) 2+ years experience within a Customer Support role (in the industry is a plus) Fluent in written and spoken English & Spanish Excellent problem solving and analytical approach and a high level of responsibility Eager to learn new technologies, procedures or client's use cases Strong ability to prioritize and multitask Basic understanding of mobile services - technologies, protocols (SMPP, SS7) is a plus How we’ll go beyond for you: 💗 A collaborative environment of talented individuals across the world that enables you, and every other team member, to make a direct impact on our collective success Full flexibility in where, when, and how you work (remote-first culture, generous time off, flexible hours, lots of autonomy to do your best work) From 25 days of paid time off to "New Baby" gifts – at Mitto, we take care of your wellbeing in and outside of work Ready to take your career beyond? 🚀 Then we’re ready to hear from you. Shoot us a message today. 📲