Remote Customer Integration & Technical Support Specialist
Description
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next independent contracting opportunity.
Job Title: Remote Customer Integration & Technical Support Specialist (100% Work From Home)
Location: Remote from Latin America
Position Type: Full-time
Salary: $1,800 USD/month base salary
Schedule: Monday – Friday, 9:00 AM – 5:00 PM US Eastern Time / ET
Job Overview
The Role
Key Responsibilities
Escalated Technical Support & Merchant Account Diagnostics
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Verifies merchant account parameters, terminal configurations, and payment application settings to ensure proper initial setup, flagging configuration errors to onboarding teams.
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Owns complex, escalated technical support tickets from intake to complete resolution, covering payment hardware terminals, mobile applications, account setup, and practice management software integrations.
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Applies methodical troubleshooting techniques to isolate network, hardware, firmware, API, and software software failures.
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Maintains proactive follow-up communications with merchants until technical issues are verifiably resolved, prioritizing true resolution over ticket closure speed.
Partner Coordination & Engineering Escalation
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Collaborates directly with third-party software vendors and hardware manufacturer partners to diagnose integration bugs, holding partners accountable for timely bug fixes.
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Escalates complex software defects to internal engineering and operations teams, providing clear technical documentation: reproduction steps, diagnostic logs, ruled-out variables, and merchant impact assessments.
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Manages tense or frustrated merchant interactions with composure, setting realistic recovery expectations and delivering clear, empathetic progress updates.
Knowledge Base Administration & Process Improvement
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Identifies recurring technical bottlenecks and presents system trend data to product and operations teams to drive permanent product fixes.
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Authors and updates internal troubleshooting guides, standard operating procedures (SOPs), and knowledge base articles to empower first-line support teams to increase first-contact resolution rates.
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Maintains strict ticket documentation in CRM systems, logging complete troubleshooting histories, environment variables, and diagnostic findings.
Qualifications, Skills and Key Competencies
Required Qualifications
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Technical Support & Troubleshooting Experience: 2–4+ years of professional experience in tier-2 technical support, help desk engineering, or technical account management (preferably within SaaS, payment processing, fintech, or POS software).
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Hardware, Networking & Mobile Infrastructure: Solid working knowledge of Wi-Fi protocols, IP networking fundamentals, mobile OS platforms (iOS/Android), and terminal/POS peripheral hardware.
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Integrations & Software Diagnostic Skills: Demonstrated capability to troubleshoot API integrations, web-based admin tools, database settings, and third-party software connections (experience with healthcare/dental practice management software is a plus).
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Advanced De-Escalation & Communication: Superior de-escalation capabilities with the ability to maintain composure, translate technical concepts into simple terms for front-desk managers, and document precise bug reports for software engineers.
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CRM & Helpdesk Tech Stack: Proficiency utilizing enterprise CRM software, ticketing platforms (Zendesk, Freshdesk, Jira), and remote diagnostic utilities.
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Fluent English Communication: Native-level written and spoken English skills to interact clearly with US business merchants, software partners, and internal engineering teams.
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Schedule Alignment: Ability to work full-time standard business hours (Monday – Friday, 9:00 AM – 5:00 PM ET).
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Remote Workspace Infrastructure: High-performance personal workstation, HD webcam, noise-canceling headset, and enterprise-grade high-speed internet connection in a quiet home office.
Preferred Qualifications
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Direct experience in credit card processing, merchant acquiring, POS hardware (Verifone, PAX, Clover, Ingenico), or payment gateway integrations.
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Familiarity with dental or medical practice management software platforms (Dentrix, Eaglesoft, Open Dental, or similar EHR systems).
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.