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Technical Support Representative

Somewhere
Remote
South Africa
Support

Title: Technical Support Representative 
Location: (Remote) LATAM Preferred
Schedule: Monday to Friday, 8 AM – 5 PM CST
Compensation: Based on experience 
Language Requirement: Fluent English (C1/C2 proficiency)

About the Role

We're hiring a Technical Support Representative to join a fast-growing, software-enabled company in the construction and e-commerce space. In this role, you’ll provide exceptional first-line support to internal teams and customers, resolving inquiries primarily through email and internal systems. This is a dedicated support function designed to free up account managers, allowing them to focus on customer adoption, growth, and proactive engagement.

Key Responsibilities

  • Respond to incoming support inquiries via email (99% of support volume)

  • Log, track, and manage internal support tickets using established tools and processes

  • Collaborate closely with engineering, operations, and account management teams to ensure timely issue resolution

  • Troubleshoot issues related to order management, account setup, and integrations with ERP and e-commerce platforms

  • Proactively follow up on open tickets and provide updates to stakeholders

  • Maintain accurate documentation of issues, resolutions, and known problems

  • Contribute to the continuous improvement of internal support processes and FAQs

Ideal Candidate Profile

  • Based in Latin America, with stable internet and a remote-ready work setup

  • Fluent in English (C1/C2 level) — both written and spoken

  • 4+ years of experience in a technical support, help desk, or customer experience role

  • Background in e-commerce platforms, ERP systems, or digital tools used in B2B workflows

  • Experience working in a SaaS or tech-enabled service environment

  • Familiarity with the construction or building materials industry is a plus, but not required

  • Strong attention to detail and organizational skills

  • Comfortable navigating internal tools and communicating with cross-functional teams

Tools You Might Use

  • Helpdesk software (e.g. Zendesk, Freshdesk, Intercom, or similar)

  • Internal ticketing platforms (e.g. Jira, Asana)

  • ERP or order management systems

  • Communication tools (e.g. Slack, Google Workspace, Notion)

Why Join?

  • Be part of a high-impact CX transformation within a growing company

  • Collaborate with a sharp, fast-paced, and mission-driven team

  • Enjoy autonomy, clear processes, and growth opportunities

  • Get access to modern tools, structured onboarding, and strong team support

Apply now