Technical Support Specialist II – Governance and Ops (Remote Eligible – Costa Rica)

Technical Support Specialist II – Governance and Ops (Remote Eligible – Costa Rica)

Smartsheet is seeking a motivated Technical Support Specialist to join our global team. If you are energized by solving problems and providing outstanding customer support, this is an excellent opportunity to contribute to a company that empowers teams to achieve anything.

About the Role

As a Technical Support Specialist, you will be the first point of contact for our customers, addressing their issues, sharing best practices, and advocating for their needs. You will work with a team of experts aligned to specific product domains to ensure the most effective and expedient customer resolutions. This role reports to a Support Team Manager and is eligible for remote work within Costa Rica.

Key Responsibilities

• Troubleshoot customer issues using internal and external documentation, various tools, and escalation resources to deliver exceptional customer experiences.
• Become Smartsheet Product Certified and assist customers via email, phone, and chat.
• Partner with leadership to meet or exceed performance goals related to customer satisfaction, quality assurance, and attendance.
• Develop expertise in specific product areas.
• Contribute to team projects and process improvements.
• Provide and receive constructive feedback on team processes and leadership.
• Manage other assigned responsibilities.

Requirements

• Excellent written, verbal, and interpersonal communication skills.
• 1+ years of technical or customer support experience, or equivalent.
• Demonstrated ability to take ownership of issues with empathy and confidence, ensuring customers are directed to the right resources if immediate resolution isn't possible.
• Working knowledge of assigned features is a plus.
• Flexibility to work outside standard business hours as needed.
• Must reside in Costa Rica.

What We Offer

• Fully paid Health & Life insurance for full-time employees and their family members.
• Monthly stipend to support your work and productivity.
• 12 days paid Vacation plus a Flexible Time Away Program.
• 20 weeks of fully paid Maternity Leave.
• 12 weeks of fully paid Paternity/Adoption Leave.
• A personal paid Volunteer Day to support the community.
• Opportunities for professional growth and development, including access to LinkedIn Learning online courses.
• Company-funded perks such as a counseling membership and a personal Smartsheet account.
• Teleworking options from any registered location in Costa Rica (role specific).