Technical Support Specialist

Benefits

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Weekend work

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About this role

Technical Support Specialist Movable Ink - Costa Rica Movable Ink scales content personalization for marketers through data-activated content generation and AI decisioning. The world's most innovative brands rely on Movable Ink to maximize revenue, simplify workflow and boost marketing agility. Headquartered in New York City with close to 600 employees, Movable Ink serves its global client base with operations throughout North America, Central America, Europe, Australia, and Japan. As a Technical Support Specialist you will be challenged with investigating and resolving complex customer issues escalated by our clients, Client Experience and Solutions teams. Additionally you will have the opportunity to be innovative and forward-thinking, creating documentation, streamlining processes, and building internal tools and features to address common customer issues and gaps in product functionality. In effect you'll be solving difficult problems upstream to improve both product quality, as well as the overall customer experience. This remote role would suit a Costa Rica-based Tech Support Specialist who can work a 9am-6pm, Monday to Friday schedule, and participate in an on-call rotation. The on-call rotation typically occurs once a month, with each shift lasting one full week (Monday to Monday), including evenings. Responsibilities: - Become a technical expert in Movable Ink's Products and custom solutions - Take ownership of client and internal support requests from initial contact to resolution including troubleshooting, determining root cause, and ensuring that the initiator understands the resolution - Participate in an on-call rotation, taking ownership of incoming emergency issues from both clients and internal stakeholders - Provide

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