puzzle-consulting-services - Support and Technical Operations Engineer - Remote Honduras
Requirements
• You are the kind of person who likes figuring out why something is broken — and then documenting how to fix it so the next person does not have to start from zero. • You are comfortable saying, “I do not know yet, but I will find out.” • You can speak with a shop owner, a customer service rep, a developer, and an internal teammate, and adjust your communication style for each one. • You do not need to be a software developer, but you should be technically curious and comfortable digging into systems. • You care about customers, but you also care about building processes that make support better, faster, and more scalable. • We are looking for someone comfortable working in the messy middle between customers, software, support, and operations. • The right person is resourceful, patient, curious, and technically strong enough to investigate issues without needing every answer handed to them. • You should enjoy troubleshooting, asking smart questions, documenting what you learn, and helping build better systems. • Experience in technical support, SaaS support, IT support, customer operations, implementation, or a similar role • Strong problem-solving and troubleshooting skills • Ability to explain technical issues in simple, clear language • Comfortable working with CRM platforms, web-based software, support tools, and customer communication systems • Strong attention to detail and follow-through • Ability to manage multiple tickets, tasks, and priorities at the same time • Comfortable joining customer calls or video meetings to troubleshoot issues • Willingness to learn new tools, systems, and workflows quickly • Ability to work independently in a remote environment • Experience with any of the following would be considered a strong asset: • GoHighLevel or similar CRM platforms • Twilio, phone systems, call routing, SMS, or VoIP tools • Synthflow or other AI voice assistant platforms • Help Scout, Intercom, Zendesk, HubSpot Service Hub, Jira, or similar ticketing/support platforms • AI assistants, prompt writing, chatbot workflows, or automation tools • Web forms, calendars, booking flows, customer messaging, or lead management systems • Automotive, collision repair, dealership, or body shop industry experience • Software QA, bug reporting, implementation, onboarding, or product operations experience
Responsibilities
• Provide technical support to customers through tickets, email, calls, video meetings, and internal escalation channels • Troubleshoot customer issues related to platform usage, logins, workflows, messaging, forms, calendars, notifications, and automations • Support AI-powered phone, texting, and communication workflows • Assist with CRM, calendar, form, and workflow setup for new and existing customers • Help investigate issues involving SMS, email, call routing, phone numbers, web forms, integrations, and customer communication tools • Support internal staff with technical questions, system access, troubleshooting, and workflow improvements • Reproduce, document, and escalate product bugs or technical issues to the development team • Create clear support documentation, internal SOPs, help articles, and troubleshooting guides • Help improve support processes, ticket handling, escalation paths, and customer-facing resources • Review customer issues and identify patterns that could become product improvements or training opportunities • Assist with testing new features, workflows, automations, and AI tools before and after release • Communicate technical issues in a clear, simple, and professional way to both technical and non-technical users • Help maintain a high standard of response time, follow-up, and customer experience • Customers receive fast, clear, and helpful support • Issues are investigated thoroughly before being escalated • Internal teams have better documentation and fewer repeated questions • Bugs and product issues are clearly reported with useful context • Support processes become more organized and scalable • AI, phone, SMS, CRM, and automation workflows are supported with confidence • The team trusts you to own problems from start to finish
Benefits
• Competitive Salary: Earn a USD salary that matches your skills and experience. • Paid Time Off: We value work-life balance, offering PTO so you can recharge. • Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care. • Paid Training and Certifications • Ready to put your puzzle-solving skills to the test? Join our team today!
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