Technical Support Specialist (LATAM)

Xometry
United States
Feb 10, 2025
Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity. The Software Support Specialist is essential to ensuring customer satisfaction and maintaining smooth software operations. This role acts as a crucial bridge between our product and development teams, and both internal and external users. The ideal candidate has excellent communication and interpersonal skills, strong technical ability, and a passion for helping others. They must be able to work independently and collaboratively, prioritize tasks effectively, and stay positive under pressure. The Software Support Specialist is key to the overall success of our organization and the satisfaction of our customers. Key Responsibilities: Software Support: Provide Xometry employees with timely software support by responding to and diagnosing incoming support tickets, tracking open issues, and keeping users informed of issue status. Problem Resolution: Utilize available resources to promptly identify, analyze, troubleshoot, and resolve issues to minimize user downtime. Efficiently and professionally communicate with Xometry's customers, partners, and staff through various channels to resolve their software-related issues and ensure a positive customer experience. Escalation: When software support is unable to resolve an issue, create a detailed support ticket for Product and Software Engineering. Include relevant logs, sessions, videos, and a clear outline of troubleshooting steps taken.. Collaboration: Build and maintain a strong internal network and relationships with colleagues and cross-functional teams. Advocate for customers by working with product and development teams to identify and proactively address customer pain points and areas for improvement based on a deep understanding of product updates, patches, and new features. Documentation: Keep detailed documentation of support issues, troubleshooting steps taken, resolutions and all communications with customers and internal teams. Assist in the creation of reports to track recurring issues and trends in support requests and system issues over time Training and Support Materials: Maintain and update FAQ's and user guides. Develop and organize a knowledge base of resolutions and workarounds for common issues, with clear step-by-step instructions. What are the key skills and qualifications? Experience in a customer-facing role and the ability to manage multiple cases and priorities simultaneously, while maintaining quality and service levels is a must Knowledge of software applications, operating systems and basic troubleshooting techniques. Familiarity with common software tools is beneficial Ability to learn new technologies/new tools and adapt to new processes used to identify, troubleshoot and resolve software related issues quickly and effectively Competent and knowledgeable in gathering relevant details from customers and staff on reported issues and document them in a structured manner with detailed accuracy Ability to collaborate with different teams including but not limited to product, development, customer care, sales and operations teams. Effective verbal and written work, primarily in English Familiarity with helpdesk software and ticketing systems is a plus Coding and programming skills are a plus Undergraduate degree is often preferred but relevant experience is desired and may substitute Please submit your resume in English. #LI-Remote Here at Xometry we believe in diversity, equity, inclusion and belonging. We are committed to welcoming, respecting, and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.