[Hiring] Customer Integration & Technical Support Specialist @HireLATAM

Role Description

Our Client is seeking a curious, technical, and de-escalation-focused Remote Customer Integration & Technical Support Specialist to serve as the lead technical anchor for live merchants. Working alongside front-line Customer Service teams, this position owns escalated tier-2 technical tickets—diagnosing and resolving complex issues spanning payment terminals, payment applications, merchant account configurations, and practice management software integrations. By interfacing with external hardware/software partners, documenting detailed engineering tickets, and tracking recurring system patterns, this team member ensures rapid issue resolution and long-term product reliability.

Key Responsibilities

• Escalated Technical Support & Merchant Account Diagnostics:
  • Verifies merchant account parameters, terminal configurations, and payment application settings to ensure proper initial setup, flagging configuration errors to onboarding teams.
  • Owns complex, escalated technical support tickets from intake to complete resolution, covering payment hardware terminals, mobile applications, account setup, and practice management software integrations.
  • Applies methodical troubleshooting techniques to isolate network, hardware, firmware, API, and software failures.
  • Maintains proactive follow-up communications with merchants until technical issues are verifiably resolved, prioritizing true resolution over ticket closure speed.
• Partner Coordination & Engineering Escalation:
  • Collaborates directly with third-party software vendors and hardware manufacturer partners to diagnose integration bugs, holding partners accountable for timely bug fixes.
  • Escalates complex software defects to internal engineering and operations teams, providing clear technical documentation: reproduction steps, diagnostic logs, ruled-out variables, and merchant impact assessments.
  • Manages tense or frustrated merchant interactions with composure, setting realistic recovery expectations and delivering clear, empathetic progress updates.
• Knowledge Base Administration & Process Improvement:
  • Identifies recurring technical bottlenecks and presents system trend data to product and operations teams to drive permanent product fixes.
  • Authors and updates internal troubleshooting guides, standard operating procedures (SOPs), and knowledge base articles to empower first-line support teams to increase first-contact resolution rates.
  • Maintains strict ticket documentation in CRM systems, logging complete troubleshooting histories, environment variables, and diagnostic findings.

Qualifications

• 2–4+ years of professional experience in tier-2 technical support, help desk engineering, or technical account management (preferably within SaaS, payment processing, fintech, or POS software).
• Solid working knowledge of Wi-Fi protocols, IP networking fundamentals, mobile OS platforms (iOS/Android), and terminal/POS peripheral hardware.
• Demonstrated capability to troubleshoot API integrations, web-based admin tools, database settings, and third-party software connections (experience with healthcare/dental practice management software is a plus).
• Superior de-escalation capabilities with the ability to maintain composure, translate technical concepts into simple terms for front-desk managers, and document precise bug reports for software engineers.
• Proficiency utilizing enterprise CRM software, ticketing platforms (Zendesk, Freshdesk, Jira), and remote diagnostic utilities.
• Native-level written and spoken English skills to interact clearly with US business merchants, software partners, and internal engineering teams.
• Ability to work full-time standard business hours (Monday – Friday, 9:00 AM – 5:00 PM ET).
• High-performance personal workstation, HD webcam, noise-canceling headset, and enterprise-grade high-speed internet connection in a quiet home office.

Preferred Qualifications

• Direct experience in credit card processing, merchant acquiring, POS hardware (Verifone, PAX, Clover, Ingenico), or payment gateway integrations.
• Familiarity with dental or medical practice management software platforms (Dentrix, Eaglesoft, Open Dental, or similar EHR systems).

Application Disclaimer: Please Read Before Proceeding

• To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
• Voice/Video Recording is REQUIRED. Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
• Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role.
• To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications.
• All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.