[Hiring] Technical Support Representative @Prometeo Talent

Role Description

We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. Serving over 5,000 licensed contractors across Florida, Ohio, and Michigan, the company is looking for a key team member in Latin America to provide technical support, guide customers through its platform, and help keep their projects moving.

This is an opportunity to join a growing technology company where you will combine customer service, technical problem-solving, and platform expertise to deliver an outstanding customer experience.

Qualifications

• At least 2 years of experience in customer service, technical support, or a similar customer-facing role, preferably in a phone-based or call center environment.
• Full professional fluency in English, both spoken and written.
• Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools.
• Experience conducting platform demos, software walkthroughs, or feature explanations for customers is highly valued.
• Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes.
• Excellent attention to detail and the ability to handle information accurately.
• A technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software.
• Proficiency in Microsoft Excel and confidence working with spreadsheets.
• Strong communication skills and the ability to explain technical concepts in a clear, accessible way.
• A proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues.

Requirements

• Handle inbound customer calls and provide professional, timely, and solution-oriented support.
• Troubleshoot issues related to platform functionality, account setup, document uploads, permit filings, and general software usage.
• Guide customers step by step through platform features, workflows, and processes to help them resolve issues independently.
• Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.
• Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.
• Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.
• Follow up with customers to confirm that solutions are working and ensure a positive support experience.
• Develop a strong understanding of the company's SaaS platform, its features, and construction permitting workflows.
• Quickly learn new software tools, CRM systems, and browser-based applications.
• Help customers understand not only what steps to follow but also why certain processes are required.
• Identify patterns in recurring technical issues and communicate findings to the appropriate teams.
• Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM.
• Apply critical thinking and attention to detail when investigating customer issues and working with platform data.
• Analyze situations that fall outside standard procedures and use sound judgment to identify practical solutions.
• Identify recurring problems, process inefficiencies, and opportunities to improve the customer experience.
• Share feedback and actionable insights with product and operations teams to support platform improvements.
• Meet performance targets related to call volume, resolution rates, customer satisfaction, and support quality.

Benefits

• Competitive full-time compensation based on experience.
• Fully remote role with flexible scheduling options.
• Structured onboarding and ongoing product and technical training.
• A supportive team culture where ideas, initiative, and problem-solving are encouraged.
• Opportunities to develop technical support and SaaS platform expertise.
• Clear opportunities for professional growth within the company.