POSITION OVERVIEW

As a Technical Support Specialist you will serve as the critical bridge between our SaaS platform and Sovos customers, providing swift resolution to escalated technical issues raised from Customer Support, or other Sovos customer-facing teams. Your role is crucial in ensuring excellent customer experience by resolving technical customer issues quickly, escalating complex problems when necessary, and contributing to a culture of continuous improvement.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

JOB RESPONSIBILITIES

Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner

Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions

Document all customer interactions, issues, and resolutions in the support ticketing system

Escalate complex technical problems to appropriate Sovos support teams when necessary





Provide product training and onboarding assistance to new customers

Conduct regular follow-ups with customers to ensure satisfaction with resolutions

Identify recurring issues and collaborate with product teams on improvement opportunities

SKILLS REQUIRED

Strong technical aptitude with the ability to quickly learn new software platforms and technologies

Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users

Patient and empathetic approach to customer service, even during high-stress situations

Problem-solving mindset with strong analytical and diagnostic abilities

Self-motivated with the ability to work independently while also collaborating effectively with team members

Time management skills to balance multiple support cases with varying priorities

Language - Able to speak and write English for phone calls/messages to customers in addition to the primary language for the produ

📌 Technical Support Specialist (San Miguel de Tucumán)
🏢 Sovos Compliance
📍 San Miguel de Tucumán