Information Technology Support Specialist in COSTA RICA

Virtasant is a leading cloud consulting services provider. We heavily focus on lift & shift, cloud-native development, cloud cost optimization, and migration services. As a consulting company, we often face the challenge of creating an engineering team in a matter of a week or two. To do that, we have created a secondary support business that runs a talent network and provides staffing services.

At this time, we are seeking for experienced Support Specialists to join our team. As a Support Specialist, you'll be a crucial component of our operations, ensuring that our customers receive the highest level of technical support. This role demands strong problem-solving skills, outstanding communication capabilities, and a deep knowledge of our products and services

.
Key Responsibilitie

• s:Triage: Quickly and efficiently categorize incoming customer issues, ensuring that they're directed to the appropriate teams or individual
• s.Customer Support: Provide top-notch support to our valued customers. This includes answering queries, addressing concerns, and offering solutions in a timely and empathetic manne
• r.Documentation: Write, edit, and maintain articles for our internal and external knowledge bases. This ensures that both our team and our customers have access to accurate, up-to-date informatio
• n.Process Optimization: Regularly review and refine support processes, making recommendations for improvements that will enhance efficiency and the customer experienc
• e.Level 2 (L2) Support: Handle more complex, escalated issues that Level 1 support cannot resolve. This may require deep dives into issues, liaising with other teams, and ensuring that solutions are communicated effectively back to the custome
• r.Feedback Loop: Collaborate closely with product and engineering teams to relay customer feedback and insights that can help improve our products and service
• s.Continuous Learning: Stay up-to-date with product updates, new features, and industry best practices to provide the most accurate support to customer
• s.Reporting: Generate and present regular reports on customer support metrics, insights, and trends to higher managemen

t

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Requiremen

• ts:Minimum of 4 years of experience in a customer support or technical support ro
• le.Great level of spoken and written English - you are at ease with the langua
• ge.Experience with cloud service providers (for example Azure, Oracle, AW
• S).PowerShell/ command line experien
• ce.Ability to read JSON fil
• es.Experience debugging common errors via the brows
• er.Exceptional written and verbal communication skil
• ls.Proven ability to handle stressful situations with grace and poi
• se.Patience, used to work under pressu
• re.Strong analytical and problem-solving skil
• ls.Familiarity with creating and maintaining documentati
• on.Ability to work independently, as well as part of a te

am.
Nice to H

• ave:Proficient in using JIRA or similar ticketing syst
• ems.Previous experience in remote ro
• les.Building JIRA workfl
• ows.Previous experience working with infrastructure provisioning syst

ems.
Our recruitment pr

• ocessRecruiter interview (30
• min)Technical Interview (45
• min)Hiring Manager Interview with one of our Technical Delivery Leads (30

min)
We strive to move efficiently from step to step so the recruitment process can be as fast as pos

sible.
What w

• e offerFully remote po
• sition.Monday to Friday, 8 AM to 5 PM Pacific Ti
• me ZonePayment
• in USDFlexible paid time of
• f (PTO)Diverse, multicultural working envi
• ronmentTraining and certification opportunities on AWS, GCP and/or