Technical Support Specialist

Role Overview

As a Technical Support Specialist, you will be the frontline of Motive's customer support, delivering fast, empathetic, and accurate resolutions across phone, email, and chat. You will operate cross-domain to reduce unnecessary transfers and leverage remote device actions where available.

What You Will Do

Provide multi-channel frontline support, maintain queue adherence, and execute remote device actions to resolve customer issues. Engage escalation pathways, meet priority & SLA expectations, and contribute to continuous improvement.

Why It Might Be a Fit

We are looking for a service-obsessed problem-solving self-starter who thrives in a dynamic environment, collaborates effectively with all Technical Support teams, and Product/Engineering, and consistently drives customer satisfaction at the first touch.

Requirements

• Cross-domain proficiency and comfort using case tracking systems
• Ability to resolve complex technical issues
• Efficient handling of urgent customer concerns
• Strong systems fluency: Genesys/Amazon Connect, Salesforce
• High standards for customer communication
• Collaborative mindset to partner with cross-functional teams
• Proven experience with handling routine change management requests
• Fluent in spoken and written Spanish and English
• Computer Science/Engineering background
• Expertise with APIs
• Familiar with Hardware and Firmware level troubleshooting

Benefits

• On-Call rotation flexibility