Part-Time Technical Support Specialist

Responsibilities

• You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution.
• Troubleshoot known product issues with customers using company's procedures and diagnostic tools.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step.
• Own assigned cases through resolution, including timely customer updates and follow-up.
• Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes.
• Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information.
• Maintain accurate case records in Zendesk, Jira, and other support systems.
• Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools.
• Work closely with Customer Experience, Field, and Engineering as support processes evolve

Requirements

• 1–2+ years of customer support, phone-comfortable, and follows procedures well.
• Handles standard troubleshooting and escalates cleanly.
• A good fit for a "weekend warrior" pool.
• Spanish/English bilingual is strongly preferred.

Preferred

• HVAC experience is last on the nice-to-have list. Technical aptitude, critical thinking, and phone skills come first.

Part-Time Technical Support Specialist

Hireframe · Colombia (Remote) · Full-time · Posted 2026-09-30

Description

As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support.

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

Permanent remote work flexibility

Annual performance bonuses

Dedicated coaches offer an extra channel of support and skill-building

Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

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